TalentCo
Portugal
Senior Backend Engineer (Remote in Portugal)
Programming Full-time Mid-Senior level 4h ago
- AI
- AWS
- Cloud
- GCP
H
AI Summary
Lead and scale Holafly's AI and automation strategy across the entire customer experience landscape, refining current infrastructures and embedding AI into internal processes and customer journeys. Own the CX automation infrastructure, including chatbots, agent-facing tools, and AI governance frameworks, while managing vendor relationships and incident management. Requires proven track record in LLM, chatbot, and AI-driven automation projects, deep technical mastery of NLP and conversational architecture, and experience leading technical teams.
Key Highlights
Own and scale AI and automation strategy across CX landscape
Lead and grow elite AI & Automation team
Architect CX automation infrastructure from chatbots to agent tools
Establish robust AI governance aligned with EU AI Act
Manage vendor relationships and incident management
Key Responsibilities
Own and scale Holafly's AI and automation strategy across the entire CX landscape, spanning both customer-facing and agent-facing experiences
Lead the team's roadmap and project planning, prioritizing initiatives and resourcing
Architect and continuously refine the CX automation infrastructure, from chatbot and CX platform to agent-facing tools
Track and act on essential CX and automation metrics on a regular basis
Own incident management across the CX automation stack, covering both technical issues and customer-impacting incidents
Own the relationship with CX platform and AI technology providers, managing vendor performance and contract terms
Act as a hands-on AI advisor and stakeholder on self-service and cross-functional initiatives
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Technical Skills Required
Benefits & Perks
100% remote flexibility
Flexible working hours
Real ownership and autonomy
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Nice to Have
Background in travel-tech, global mobility, or hyper-growth e-commerce
Familiarity with predictive analytics for intent recognition, churn modeling, and automated data tracking
Experience mentoring and upskilling technical talent into stronger engineering practice
Job Description
As the Head of CX Automation & AI, own and scale the comprehensive AI and automation strategy across the CX landscape, refining current infrastructures while uncovering high-impact opportunities to embed AI into internal processes and customer journeys. You will lead and develop a dedicated team with strong analytical foundations, maximizing automated resolution and driving global brand loyalty for millions of travelers through superior customer satisfaction.
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