HBX Group is a leading B2B ecosystem player in the TravelTech space, connecting and empowering businesses in the ever-evolving world of travel. We drive growth for our clients and partners while removing friction from the end-to-end travel experience. Our cloud-based technology platforms offer fast and reliable access to a unique portfolio of travel products & services, while rich data and intelligence seamlessly connect supply and demand worldwide. We have over more than 3,000 experts worldwide, including specialists on the ground who provide insights and support to boost trading even further, especially in the most hard-to-reach segments. This unique blend of technology, data and passionate people serves as a catalyst for all businesses aiming to unlock their full potential in the travel arena. HBX Group comprises four best-in-class B2B brands that meet the needs of its growing and diverse client base across 190 global markets: Hotelbeds, who cater for the specific needs of hoteliers, tour operators, airlines and online travel agents Bedsonline, exclusively serving the retail travel segment Roiback, the HotelTech partner for independent hotels and chains seeking growth through direct channel solutions TravelStack, providing all products, services and solutions to businesses looking to enter into the lucrative travel arena. Job Summary This Job Requisition is part of the initiative of the implementation of AI-based solutions to improve customer experience and customer service across all customer engagement channels. It will require supervision, performance management, accuracy monitoring, AI model training, constant optimization, continuous improvements and implementation of subsequent use cases. Accountabilities Monitor, optimize, design, develop and implement improvements in the Conversational AI solutions for email, phone and chat contacts, ensuring a seamless and enhanced user experience across various channels, regions, languages and brands. Containment: Number of successful automated/bot interactions vs. escalations (transfer to agent). Accuracy in intent recognition and helpfulness of automated solutions. Customer Satisfaction (CSAT) Continuous improvement in conversational AI and channel automation performance metrics. Training frequency: How often the AI model is updated with new data to improve performance. Review logs and transcripts from all channels to identify gaps, train the model, optimise it and improve AI implementations and conversation design; also, to identify opportunities for new use cases (Dialogflow CX knowledge & Prompt engineering required). Define, implement, analyse and manage the data metrics, as well as monitor and improve the performance of the AI/Automated solution, to ensure quality and accuracy (incl. reliability, feedback, queue assignment, case management) . Conduct user research/usability testing and gather insights/feedback to refine conversation designs. Identify issues, define and implement solutions to refine conversation designs . Stay updated with the latest conversational AI trends and best practices. Required Skills Experience in AI implementations (Chatbot and NLU implementation) - 2 years experience preferred Initial experience in LLM and Generative AI Conversation Design Dialogflow ES&CX knowledge and experience, or other NLU platforms Prompt engineering Salesforce Tableau and Snowflake Driven and results oriented Ability to learn new technology and new products Communication skills (Able to clearly present information; read and interpret complex information; listen well) Attention to detail – very important (Able to maintain accurate records and notes communicating what is needed in a thorough and comprehensive manner) Customer Experience background (highly valued) Fluent English Location: Mallorca or home-based Spain