Conversational AI Engineer

HRS AS A COMPANY

HRS reinvents how businesses Work, Stay and Pay. Counting more than 5.000 corporations and 40 % of Fortune 500 companies in our customer base, HRS has emerged to the most trusted platform of digital software solutions in business travel hospitality worldwide. 
The HRS platform is composed of three engines that each optimize one core building block along the corporate hospitality supply chain: Intelligent Procurement, Smart Booking and Invisible Payment. Through the integration of those engines into one large data-driven platform approach, our Lodging-as-a-Service value proposition enhances satisfaction of corporate employees and travelers, delivers the highest grade of process automation for corporate stakeholders and ensures strongest compliance end-to-end.

BUSINESS UNIT

The HRS AIOps team serves as a pivotal force in transforming customer support by harnessing the power of advanced AI technologies. Our primary goal is to enhance customer satisfaction by providing swift, intelligent solutions to inquiries, ensuring a seamless experience across all channels. By focusing on proactive support and personalised interactions, we empower customers to resolve issues autonomously, significantly reducing response times and minimising frustration. Through continuous improvement and real-time insights, the AIOps team plays a crucial role in elevating service quality, allowing our support agents to concentrate on complex tasks that drive operational excellence and foster innovation.

POSITION

We are seeking a Conversational AI Design Engineer to play a vital role in the integration and optimisation of conversational AI solutions within our AIOps team. This position is essential for enhancing customer interactions, driving operational efficiencies, and ensuring high levels of customer satisfaction. The Conversational AI Design Engineer will collaborate closely with cross-functional teams to develop and implement AI-driven solutions that elevate service delivery and improve overall performance. This role requires a hands-on approach, actively engaging in the design, deployment, and continuous enhancement of conversational AI technologies to create seamless, personalised experiences for our customers.

CHALLENGE

• Strategic Integration: Develop and implement strategies for the seamless integration of conversational AI into customer service operations, ensuring alignment with business goals.
• Roadmap Development: Create and maintain a comprehensive roadmap for AI initiatives that addresses customer needs and promotes collaboration across departments.
• AI Development Participation: Actively engage in the design, coding, and testing of AI voice and chatbots to enhance functionality and user experience.
• Deployment Oversight: Manage the deployment, configuration, and maintenance of AI solutions, ensuring optimal performance and reliability across all channels.
• Performance Evaluation: Continuously monitor and assess AI system performance, utilizing data analytics to drive improvements in accuracy and customer satisfaction.
• Data Insights Analysis: Analyze interaction data to identify trends and insights, applying findings to refine AI models for enhanced effectiveness.
• Feedback Mechanism Implementation: Establish a robust feedback loop from customer interactions to inform ongoing improvements in AI responses.
• Training Material Development: Create and update training resources to ensure AI systems can effectively handle a diverse range of customer inquiries.
• Integration Coordination: Facilitate collaboration between AI solutions and human agents to ensure smooth handling of complex or escalated cases.
• Stakeholder Engagement: Communicate progress, challenges, and results to stakeholders effectively, fostering transparency and collaborative efforts in AI initiatives.

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...

• Educational Background: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field; advanced degrees are a plus.
• Professional Experience: At least 5 years of experience in AI development and implementation, specifically in conversational AI and customer service applications.
• NLP and Machine Learning Expertise: Strong proficiency in natural language processing (NLP) and machine learning algorithms, with experience in AI platforms such as Cognigy, OpenAI, or similar technologies.
• Programming Skills: Proficient in programming languages commonly used in AI development, such as Python or R.
• Cloud Services Familiarity: Knowledge of cloud-based AI services, including AWS, Azure AI, or Google Cloud AI.
• Hands-On Experience: Demonstrated hands-on experience in developing, deploying, and managing conversational AI systems.
• Data Analysis Proficiency: Strong analytical skills to interpret interaction data and enhance AI systems effectively.
• Project Management Skills: Proven ability to manage complex projects, including cross-functional collaboration and effective stakeholder engagement.
• Communication Skills: Excellent verbal and written communication skills, capable of conveying technical concepts to non-technical stakeholders.
• Strategic Problem-Solving: Strong problem-solving abilities with a strategic mindset to address business challenges through AI solutions.
• Collaborative Spirit: Ability to work effectively in a team environment while managing multiple stakeholders.
• Commitment to Learning: A dedication to continuous learning and staying abreast of the latest advancements in AI technologies and methodologies.

PERSPECTIVE

Access to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to renew the travel industry and while doing so reinvent the ways how businesses stay, work and pay.

Our entrepreneurial driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission, while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter and more sustainable.

LOCATION, MOBILITY, INCENTIVE

The attractive remuneration is in line with the market and, in addition to a fixed monthly salary, all necessary work equipment and mobility, will also include an annual or multi-year bonus.