Conversational AI / NLP Engineer

About the Role

Our agents talk to real customers every day — in hotels, restaurants, and retail spaces. You'll design the conversational intelligence that makes these interactions feel natural, contextual, and genuinely helpful. This isn't chatbot work — it's building AI that understands a business and its customers deeply enough to act on their behalf.

What You'll Do

• Design and build dialogue management systems for multi-turn, context-rich conversations
• Develop intent recognition and entity extraction pipelines tailored to hospitality and business domains
• Create conversation flows that handle edge cases gracefully and escalate to humans when appropriate
• Build and maintain knowledge bases that give agents deep domain understanding
• Analyze conversation logs to identify failure modes and continuously improve agent quality
• Work with customers to understand communication styles and brand voice requirements

What We're Looking For

• 3+ years of experience in NLP, conversational AI, or dialogue systems
• Deep experience with LLMs for conversational applications (prompting, fine-tuning, evaluation)
• Strong understanding of dialogue state tracking, context management, and conversation design
• Experience building production conversational systems (not just prototypes)
• Proficiency in Python and familiarity with NLP libraries and frameworks
• Strong analytical skills for mining conversation data and identifying patterns

Nice to Have

• Experience with multilingual NLP or translation systems
• Background in speech-to-text or text-to-speech systems
• Prior work in hospitality, customer service, or contact center technology
• Experience with voice interfaces or multimodal interaction design