1 day ago
Lisbon, PortugalMid Level
Responsibilities
- Scope, design, build, configure, test, launch, and continuously tune customer-facing AI agent workflows.
- Manage prompts and agent logic, including classification, escalation rules, tone, and brand voice.
- Define test cases and success criteria, act as the quality and release gate, monitor production performance, and resolve or escalate anomalies.
- Connect agents to internal systems and process automation tooling within security, privacy, and compliance standards.
- Collaborate with Customer Service, Product, Engineering, Security, Legal, and process automation stakeholders on discovery, prioritization, ownership, and execution.
- Identify and propose high-impact AI opportunities across self-service, proactive support, live trip information, and agent productivity tools.
Requirements
- At least 3 years of experience in operations, automation, digital delivery, customer service, customer experience, or a similar function.
- Experience building and operating automations or AI workflows in live production.
- Hands-on experience with LLMs, prompt engineering, agent workflows, and knowledge grounding.
- Experience with automation or conversational AI platforms and comfort with low-code tooling.
- Working knowledge of APIs, webhooks, and JSON is a plus.
- Ability to read logs and responses, trace failures across systems, and use performance data to drive improvements.
- Strong communication, stakeholder management, judgment, initiative, attention to detail, and ability to influence without authority.
Benefits
- 12 free Flix vouchers and 12 discount vouchers for friends and family.
- Ability to work from another location for up to 60 days per year, depending on the role.
- Hybrid work model with an office-first approach.
- Confidential one-to-one counseling, courses, and stress-management support for the employee and up to four family members.
- Language classes, training courses, expert-led learning sessions, and a mentoring program.
- Additional local benefits may vary by office location.
Categories
About Flix
Flix builds a travel-tech platform and consumer apps that sell intercity bus and rail tickets under FlixBus, FlixTrain, Greyhound, and Kamil Koç. It uses an asset-light model, partnering with local operators while handling network planning, pricing, and marketing to connect travelers in 40+ countries. Founded in 2011 and headquartered in Munich, it offers a unified booking experience across Europe, the U.S., and Turkey.