Senior Conversational AI, CX

• Drive the evolution of Customer Experience digital channels, focusing on chatbots, AI, automation, FAQs, and self-service journeys
• Analyze user behavior and channel performance indicators to identify opportunities for improvement
• Configure and optimize chatbot flows, content, prompts, and digital journeys
• Work with chatbot, AI, and automation tools, performing configurations, adjustments, and fine-tuning
• Structure and optimize conversation logic, prompts, and interaction paths
• Analyze channel data and metrics to support decision-making
• Identify drop-off points, low-resolution areas, and automation opportunities
• Support the creation, editing, and optimization of Help Center and FAQ content, applying UX Writing principles
• Use metrics such as Deflection and BSAT to evaluate digital journey performance
• Identify service gaps and propose new journeys, automations, and improvements
• Configure and optimize tools such as Zendesk/Ultimate AI and Decagon

• Hands-on experience configuring, developing, or optimizing chatbots and conversational AI solutions
• Experience with Generative AI and Large Language Models (LLMs) applied to chatbots, virtual assistants, or customer service
• Knowledge of prompt engineering, including prompt creation, evaluation, and optimization
• Experience with chatbots applied to customer service and Customer Experience (CX) journeys
• Experience with Customer Experience (CX) metrics such as Deflection Rate, BSAT, Containment Rate, Resolution Rate, or CSAT
• Familiarity with platforms such as Decagon, Zendesk, Ultimate.ai, or similar tools is preferred
• Advanced/fluent English proficiency for conversation

• Remote work
• Professional growth and personal development opportunities
• Opportunity to work at a global Artificial Intelligence and technology company
• Proprietary and external AI-powered tools
• Participation in projects involving advanced technologies and digital platforms