Requirements
Requires a Bachelor's degree in computer science, information systems, or a related field, with 7+ years of experience in digital customer operations, contact centre technology, or digital product management. Must have at least 3 years of experience managing conversational AI platforms, chatbots, virtual assistants, or voice bots, along with experience in NLU, chatbot optimisation, conversation analytics, and AI performance monitoring. Strong analytical and problem-solving skills focused on improving customer experience and self-service adoption are essential.
Description
Job description / Role
Job Type
Full Time
Job Location
Abu Dhabi, UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Customer Service
Company Industry
Travel, Hotel & Tourism
Job description
Join our digital experience team and play a critical role in ensuring the accuracy, reliability, and effectiveness of Etihad's conversational AI ecosystem across chat, IVR, and social channels including WhatsApp and webchat.
This is a highly analytical and hands-on role focused on the day-to-day operational performance of our AI-powered customer service solutions. You will continuously monitor passenger interactions, identify and eliminate AI hallucinations, resolve conversational logic issues, and fine-tune models in real time. Your ultimate objective will be to maximize bot resolution rates, enhance customer self-service experiences, and ensure every interaction is accurate, efficient, and aligned with the Etihad brand.
Key accountabilities
Monitor and optimize customer conversations
Conduct daily deep-dives into chat and voice transcripts to assess customer journeys, identify friction points, and understand why specific passenger queries fail or drop off.
Review fallback logs and conversation flows to uncover recurring issues and opportunities for continuous improvement.
Drive AI accuracy and quality
Proactively monitor GenAI and LLM-generated responses to identify and eliminate hallucinations, factual inaccuracies, and off-brand behaviour.
Fine-tune prompts, guardrails, and knowledge inputs to maintain response accuracy and consistency.
Improve bot resolution and containment
Analyze daily bot resolution and containment metrics to identify high-volume enquiries that frequently transfer to live agents.
Optimize conversational logic, intent mappings, and dialogue flows to enable autonomous resolution whenever possible.
Enhance NLU model performance
Review fallout logs and unhandled intents to identify gaps in understanding.
Reclassify user inputs, add training phrases, and continuously refine natural language understanding (NLU) models to improve recognition accuracy and customer satisfaction.
Maintain knowledge integrity
Ensure the knowledge sources powering the AI experience, including baggage policies, flight changes, and disruption handling procedures, remain accurate, structured, current, and properly integrated.
Prevent the surfacing of outdated or incorrect policy information.
Test and validate enhancements
Safely evaluate prompt updates, logic changes, and content improvements in staging environments.
Measure performance against established baselines before deploying enhancements to production.
Identify trends and innovation opportunities
Analyze passenger behaviour, emerging customer pain points, and channel trends.
Recommend and champion new self-service capabilities such as automated rebooking, proactive disruption support, and real-time flight status tracking to support the digital product roadmap.
Qualifications
Bachelor's degree in computer science, information systems, or a related field.
7+ years of experience in digital customer operations, contact centre technology, or digital product management.
At least 3 years of experience managing conversational AI platforms, chatbots, virtual assistants, or voice bots.
Experience with NLU, chatbot optimisation, conversation analytics, and AI performance monitoring.
Strong analytical and problem-solving skills with a focus on improving customer experience and self-service adoption.
Additional information
Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.
Recruitment fraud alert
Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video or telephone before any formal offer. If you are asked for money, please treat it as fraudulent.
About the Company
Etihad Airways is the National Airline of the United Arab Emirates. The airline was set up by a Royal Decree in July 2003, with Abu Dhabi, the capital of the UAE, as its hub. Etihad started commercial operations in November 2003.
With Etihad, everyone who flies with us is welcomed as our guest.
This simple credo illuminates everything we do, from big things like making sure that our fleet is one of the most advanced in the sky, to small touches like letting you choose the films you watch.
Were proud to be the National Airline of the United Arab Emirates. At the crossroads between Europe and Asia, our home reflects our commitment to bringing the world closer together - as does our highly cosmopolitan staff.
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