Job Description
Job Description
Curious? Join the Insite Journey!
Full Time Remote Employment Contract based in the Philippines
Are you a good fit for our team? Insite’s purpose is to help people win. We seek individuals that enjoy working in a collaborative environment and celebrate continuous improvement. We also seek people that strongly resonate with our Core Tenets: Embrace the Journey, Stay Curious, Be Exceptional, and Succeed Together!
As an ACX Technical Analyst at Princess Cruise Lines, you will play a key role in advancing our AI-powered customer experience. This role focuses on building, testing, and optimizing our intelligent chat and voice agents to support automated guest interactions.
You will help design conversation flows, support system integration, and analyze performance data to improve outcomes. This is a hands-on, data-driven position that works closely with product, engineering, and operations teams. It’s a great fit for someone who enjoys technical problem-solving, working in complex systems, and using automation to create better customer experiences.
How you can be Exceptional in this role:
- Brings a strong technical foundation with hands-on experience configuring, testing, and tuning Agentic AI or voice automation systems
- Comfortable designing, analyzing, and refining conversation flows and escalation logic to maximize system performance and containment
- Highly fluent in English with a sharp eye for tone, clarity, and consistency in AI-generated responses
- Naturally inquisitive and analytical, with a passion for identifying patterns in data and translating them into actionable improvements
- Collaborative, team-oriented mindset with the ability to work closely with cross-functional partners in engineering, operations, product, and customer service
- Detail-focused and systems-minded, able to navigate API integrations, data pipelines, and platform handoffs with confidence
- Maintains a strong sense of ownership and accountability for the success of AI-driven guest interactions
- Communicates clearly and efficiently both in system design documentation and in cross-team discussions
How you will help us Succeed together:
- 2+ years of experience in technical support, automation, or data analysis within a CX, IT, or software environment
- Educational background or equivalent experience in Computer Science, Software Engineering, or a related technical field
- Fluency in English (written and verbal), with excellent communication skills and comfort evaluating AI language output
- Hands-on experience working with or supporting Agentic AI systems and/or voice automation platforms (IVR/IVA)
- Proficiency in modern web technologies such as JavaScript, Node.js, React, or TypeScript
- Familiarity with tools like Postman, Git, Docker, or AWS
- Experience building and maintaining reporting dashboards and data pipelines for performance tracking and analytics
How you can Stand out:
- Experience with AI/NLP platforms such as Omilia, Ada, or Salesforce Agentforce
- Working knowledge of Salesforce Service Cloud or other enterprise CRM/contact center platforms
- Understanding of authentication protocols and secure system design
- Interest in user research, AI testing, and continuous optimization of automation design
Equal Opportunity Employer M/F/D/V