CX Innovation Manager

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

Today, Guesty has 15 offices and 700+ team members across the globe.

We're searching for a talented and passionate technologist to lead CX innovation by implementing AI and Internal Tools. As a key member of the team, you'll play a vital role in developing and implementing innovative solutions to enhance our team's efficiency and empower our customers through self-service capabilities. You'll leverage your expertise in artificial intelligence (AI) and software development to design, build, and deploy tools that streamline workflows, automate repetitive tasks, and provide insightful data analysis.

Responsibilities:

• Collaborate with the Head of Process and Automation and the CX team to identify areas where AI and internal tools can improve team efficiency and customer self-service.
• Research, design, and develop AI-powered solutions (e.g., chatbots, machine learning models) to automate tasks, improve customer experience, and provide valuable insights for customer support representatives.
• Build internal tools (e.g., dashboards, reporting tools) that automate workflows, improve data accessibility, and facilitate collaboration within the CX team.
• Integrate AI and internal tools seamlessly with existing systems and infrastructure to ensure smooth operation and data flow.
• Write clean, maintainable, and well-documented code, adhering to best practices and security standards.
• Conduct unit tests and implement test-driven development (TDD) methodologies to ensure code quality and reliability.
• Monitor and maintain deployed tools, identifying and resolving technical issues promptly.
• Stay up-to-date with the latest advancements in AI, machine learning, and internal tool development best practices.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 3+ years of experience in software development with proficiency in a modern programming language (e.g., Python, JavaScript).
• Solid understanding of AI concepts and machine learning algorithms.
• Experience with building and deploying AI-powered solutions (a plus).
• Experience with developing internal tools for process automation (a plus).
• Experience with API integration and data management (a plus).
• Experience with CX, Zendesk and/or Knowledge and Training (a plus).
• Excellent problem-solving and analytical skills.
• Strong communication and collaboration skills.
• Ability to work independently and manage multiple projects simultaneously.
• Passion for innovation and a desire to learn and adapt to new technologies.

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of any characteristic protected by law.