Flix
AI Agent Builder - Customer Service (m/f/d)
Lisbon. Posted 9 days ago
The role
You will build, design, and own customer-facing AI agent workflows from configuration to launch. You will manage prompt logic, monitor live performance, and collaborate with Product, Engineering, and process automation teams.
What you will do
- Scope, design and build customer-facing AI agent workflows E2E
- Use platform-configurable and low-code tooling to prototype value
- Own prompt management and agent logic including classification and escalation rules
- Define test cases and success criteria for builds
- Monitor live performance and trace anomalies to root cause
- Build within security, privacy and compliance standards
- Connect agents to internal systems and process automation tooling
- Partner with CS Design and Digital Solutions Lead and AI Product Lead
- Spot high-impact opportunities for the digital workforce
- Manage operational complexity with a simplification mindset
Required qualifications
- 3+ years in operations, automation, digital delivery or similar roles
- Experience with automations or AI workflows built and run in live production
- Hands-on experience building with LLMs including prompt engineering, agent workflows and knowledge grounding
- Experience with automation or conversational AI platforms
- Ability to read logs and responses to find out what went wrong
- Excellent communication and stakeholder management across Business, Operations, Product and Tech
Nice to have
- A working grasp of APIs, webhooks and JSON
Benefits
- 12 free Flix vouchers
- 12 discount vouchers for friends & family
- Work from another location for up to 60 days per year
- Hybrid work model
- Access to confidential 1:1 counselling, courses, and stress management for yourself and up to four family members
- Language classes, training courses, and expert-led sessions
- Mentoring Program
About the company
Flix is building a digital workforce of AI agents to change how customers get help. The company uses a tech-driven approach to make travel more accessible, sustainable, and affordable.