**Are you ready to take your career to new heights?**
• *Job Title**: Lead, Conversational AI
• *Department**: Software Engineering
• *Location**:Calgary, AB, Edmonton, AB, Vancouver, BC
• *Work Arrangement**:This role is primarily based in the office environment.
• *Position Overview**:
Reporting to the Director of Software Engineering, the Lead, Conversational AI will lead the development and integration of intelligent conversational agents to enhance our airline services. This role involves architecting, implementing, and optimizing conversational systems to provide efficient, intuitive, and engaging customer support across various channels. You will collaborate closely with the Customer Support, Engineering, and Product Management teams to drive the adoption of AI-powered solutions using AWS services. Occasional travel for meetings, project support, and some weekend and evening work may be required.
• *Primary Job Functions**:
The duties of the **Lead, Conversational AI**include:
- Design and implement AWS Lexbot for chatbots integrated with Zendesk to enhance customer interactions
- Utilize AWS Bedrock Agent as a fallback for LLM and Knowledge Center responses, ensuring seamless customer support
- Integrate AWS Connect for IVR and call center solutions to streamline customer communications
- Develop AWS Lambda functions for fulfillment, automating responses and data processing
- Collaborate with DevOps teams using tools such as Terraform and Jenkins to deploy and maintain AI solutions
- Work closely with Customer Support and Product Management teams to gather requirements and enhance chatbot and IVR capabilities
- Continuously evaluate and improve conversational AI models to optimize user experience and accuracy
- Mentor and guide junior team members in AI and machine learning techniques
• *Qualifications & Requirements**:
- ** Education**:
- Bachelor's degree in Computer Science, Engineering, Data Science, or a related field
- Certifications in AWS or AI/ML technologies are a plus
- ** Experience**:
- Experience in the aviation or travel technology industry is a plus
- 3-5 years of experience in Conversational AI development, with a focus on chatbots and IVR systems
- Experience integrating AI solutions with AWS services like Lex, Lambda, Connect, and Bedrock
- Proven track record of deploying conversational agents in customer-facing environments
- Basic understanding of DevOps practices, including CI/CD pipelines with tools like Terraform and Jenkins
- ** Skills & Abilities**:
- Strong proficiency in Python, Node.js, or similar programming languages
- In-depth knowledge of AWS services for conversational AI (Lex, Lambda, Connect, Bedrock)
- Experience with customer service platforms like Zendesk
- Ability to analyze conversational data and optimize AI models for better performance
- Excellent problem-solving skills and ability to troubleshoot complex AI systems
- Strong communication skills to work effectively with cross-functional teams and present technical concepts to non-technical stakeholders
- Ability to lead projects and mentor junior developers in AI and automation
- Knowledge of natural language processing (NLP) and machine learning (ML) frameworks
- Familiarity with Agile methodologies
- ** Competencies**:
- Leading as a Flair teammate by demonstrating collaborative behavior and modeling the company's values in all interactions
- Maintaining diverse relationships with peers and stakeholders to foster effective communication and collaboration
- Delivering results with impact by setting clear goals, prioritizing tasks effectively, and continuously striving for improvement in performance and outcomes
- ** Requirements**:
- Clear criminal record check and satisfactory employment references
- Must be legally eligible to work in Canada without restriction
• *Why Join Flair Airlines**:
At Flair Airlines, we value our employees and provide a supportive and collaborative work environment that offers opportunities for growth and professional achievement. Additionally, we offer a comprehensive benefits package, **effective on your first day of employment**, which includes:
- Competitive compensation package including medical and dental benefits, both short and long-term disability coverage, life insurance, dependent life insurance, and an employee & family assistance program
- Pension plan with matched contributions
- Individualized performance bonuses based on achievements
- Attractive referral incentive program
- Access to our staff travel program, allowing employees and their travel companions unlimited travel access across the Flair network
• *How to Apply**:
If you’re ready to embark on this exciting journey with Flair Airlines, please submit your resume through the job posting and answer a few questions about your experience and suitability for the role.
• *Application Deadline: February 6, 2025**
We look forward to the possibility of welcoming you on board
