Chatbot Engineer - Hybrid working model

Company Description

Launched in 1998, this pioneering British-born brand has specialised in creating amazing experiences and unforgettable memories - from hotels, city breaks and holidays to theatre, entertainment and spa days. Experts in brightening up online travel, lastminute.com is among the worldwide leaders in the field, helping hundreds of thousands of customers every year find, and do, "whatever makes them pink".

lastminute.com is the European Travel-Tech leader in the dynamic holiday packages business, uniquely positioned to drive innovation-led growth.

Every month, lastminute.com reaches across all its websites and mobile apps (in 17 languages and 40 countries) 60 million unique users that search for and book their travel and leisure experiences. More than 1,200 people enjoy working with us and contribute to provide our audience with a comprehensive and inspiring offering of travel related products and services.

At the heart of our culture is a commitment of inclusion across race, gender, age sexual orientation, religion, gender identity or expression and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel.

Job Description

As Chatbot Engineer at lastminute.com, you will work in our IT Services team and directly impact the lives of a global population of travellers. You will be involved in building, developing and managing our chatbot to support our customers' satisfaction. From the first day with us, you’ll experience working in a company with a “growing-sharing culture” with a lot of opportunities to improve existing products, bring new ideas to life.

Qualifications

Key Responsibilities

 

  • Strong focus on conversation designer & chatbot builder.

  • Designing, implementing and maintaining our chatbot solutions and all conversational flows.

  • Implementing a continuous improvement process defining, documenting and enforcing the system standards.

  • Managing incidents and problems finding root causes and implementing remediation actions.

  • Support Lmn Process owner in order to identify improvement areas relying on digital strategy.

  • Monitoring chatbot performance.

  • Being able to coordinate external resources.

Technical skill and experience

  • Previous experience as a Chatbot Engineer with Esosphera Chatbot.

  • Complex conversational flows knowledge (design, implementation and troubleshooting).

  • Software design and development background (php ▪ mysql ▪ javascript ▪ css ▪ html ▪ symfony, …)

  • Excellent knowledge of Javascript language within the NodeJS environment.

  • Knowledge of the basic terminology in the field of Natural Language Processing (based on text to speech [TTS] and automatic speech recognition [ASR] engines) .

  • At least 5 years of experience.

Other skills

  • Ability to work both independently and in a team (teamwork and cooperation).

  • Our work language is English, so it is paramount to be fluent; both written and spoken.

  • Adaptability and stress management.

  • Strong communication skills.

  • Problem Solving and Analytical Skills.

  • We have offices in 12 countries while headquartered in Switzerland and so we are looking for someone available for the support of the Chiasso office but available to make short and sporadic trips abroad (for network activities in our other company offices).

Additional Information

By joining our company, you will have the chance to:

  • Join a dynamic team in an inclusive-international environment
  • Grow thanks to the career journey and our internal mobility perspective
  • Manage your own schedule thanks to the flexible start and end of the working day
  • Work a shorter working week (36h), of which 4 hours on Friday morning
  • Get focus time for learning, development and deep work on Friday mornings
  • Work partially or fully remote according to local laws
  • Enjoy continuous training thanks to our company platform
  • Benefit from employee discounts on travel
  • Receive 2 days off per year for the purpose of volunteering
  • Receive a bonus after 5 and one after 10 years in the company
  • Get free snacks / fruit / hot drinks / water / beverages at our offices
  • Participate in amazing winter and summer corporate events
  • Benefit from extended parental or marriage leave