Remote Senior CX Automation & AI Leader

Holafly; Lisboa; Presencial; EUR 95 000 - 130 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote flexibility

Flexible hours

Ownership & autonomy

Resumo da oferta

Holafly is seeking a Head of CX Automation & AI to define and scale our AI-driven automation across customer journeys. You will lead and grow a global team, shape the architecture of our CX platform, and partner with Product, IT and CX stakeholders to deliver measurable improvements in containment, CSAT and efficiency.

You will own governance, incident management, vendor relationships and the optimization of bot-human handoffs, while driving responsible AI practices across international

Qualificações

• Proven track record of defining, deploying, and scaling sophisticated LLM, chatbot, and AI-driven automation projects across a broad CX ecosystem, in live production environments.
• Demonstrated experience leading and upskilling technical teams, coaching and elevating capability beyond direct reporting.
• Deep technical mastery of NLP, prompt engineering, complex data workflows, and conversational architecture.

Responsabilidades

• Own and scale Holafly's AI and automation strategy across the CX landscape, spanning both customer-facing and agent-facing experiences.
• Lead the team's roadmap and project planning, prioritizing initiatives and resourcing; collaborate with Product and Project Managers when needed.
• Grow an elite AI & Automation team, building on strengths and raising engineering practice standards.
• Architect and refine the CX automation infrastructure, ensuring smooth handovers between bots and human agents.
• Track CX metrics (CCR, deflection, escalation, FCR, CSAT, drop-off, repeat contact, intent) and report savings and costs.
• Establish robust AI governance aligned with data privacy and regulatory baselines like the EU AI Act.
• Own incident management across the CX automation stack and vendor relationships, ensuring fast triage and clear communication.
• Act as hands-on AI advisor on self-service and cross-functional initiatives with Product, IT, and Customer Journeys teams.

Conhecimentos

Leadership

NLP expertise

Prompt engineering

Conversational AI

Data workflows

Vendor management

Mentoring

Descrição da oferta de emprego

Holafly is seeking a Head of CX Automation & AI to define and scale our AI-driven automation across customer journeys. You will lead and grow a global team, shape the architecture of our CX platform, and partner with Product, IT and CX stakeholders to deliver measurable improvements in containment, CSAT and efficiency.

You will own governance, incident management, vendor relationships and the optimization of bot-human handoffs, while driving responsible AI practices across international