Overview
Senior CX AI Specialist Jobs in Morocco at Holafly
Title: Senior CX AI Specialist
Company: Holafly
Location: Morocco
The Role
As our Senior CX AI Specialist, you will balance automation efficiency with a premium user experience within our AI & CX Platforms Team. Your mission is to build intelligent conversational systems that provide outstanding customer experiences through immediate resolutions and context-rich, seamless handovers to human agents when needed.
Key Responsibilities
- Develop the best-in-class AI BOT that maximizes automated resolution rates while driving superior customer satisfaction metrics.
- Deploy production-ready LLMs and smart routing rules that understand user intent deeply.
- Empower support teams by eliminating repetitive customer explanations through structured background data.
- Iterate on conversational workflows using both quality metrics and resolution speed to drive continuous improvement.
- Architect flawless human handovers that automatically pass complete context, interaction history, and intent to agents.
Qualifications
- Proven track record in defining and deploying Chatbot and LLM projects into live production environments.
- Expertise in context management and building sophisticated human-agent transition frameworks.
- Experience optimizing triage workflows within omnichannel CX platforms (e.g., Intercom, Zendesk, Genesys).
- Background in scaling AI solutions within global, multilingual environments.
- Strong command of NLP, prompt engineering, and conversational AI architecture.
Nice to Have
- Experience working within the fast-paced travel-tech industry or global mobility sectors.
- Familiarity with building predictive models for customer intent and churn.
Benefits & Perks
- 100% Remote flexibility to work from wherever you thrive best.
- Flexible working hours to support a healthy work-life balance.
- International environment with a diverse, high-performing global team.
- Continuous learning opportunities and internal growth paths.