JD for Conversation Experience Designer – Cognitive/AI Automation
Experience: 4-5 years.
We are seeking an experienced and motivated Conversation Designer for our AI Automation team, where we build conversational AI solutions with state-of-the-art technologies for our 450+ market-leading customer base. This role requires independent execution, ownership, and responsibility for customer success. The Conversation Designer is expected to be resourceful and able to execute tasks with high quality. This is a varied role which offers exposure to a range of technologies, platforms and stakeholders. A commitment to collaborative problem-solving, design, and quality delivery is essential.
Key Duties and Responsibilities
- Voice and chat user interface design and user experience
- Design personas for various interaction situations, communication channels and platforms
- Understand end user demographics and how to use that information to better
- Create client-facing project artifacts, including requirements, process flows, and user interface specifications
- Design empathetic, helpful self-service experiences incorporating appropriate error handling.
- Qualitatively and quantitatively assess contact center data and self-service performance against goals; provide defensible solutions to improve performance such as containment and task completion
Qualifications and Skills Required
- Education & Experience
- Bachelor’s degree in any discipline.
- Experience in conversational design (chatbots, voicebots, digital assistants).
- Core Skills
- Strong writing, communication, storytelling, and persuasion skills.
- Ability to design engaging, empathetic, and goal-oriented conversations.
- Knowledge of VUI, interaction design, UX writing, and conversational flows.
- Technical Skills
- Experience with platforms like Dialogflow, IBM Watson, and Amazon Lex.
- Familiarity with LLMs, SSML, DTMF, and flow design tools (Visio, draw.io, Voiceflow).
- Basic knowledge of Python or similar is a plus.
- Professional Skills
- Ability to translate business needs into conversational solutions and leverage analytics for improvement.
- Ability to deeply learn our clients’ business and business rules, and to accurately represent business logic in design artifacts.
- Strong collaboration, stakeholder management, and adaptability to feedback.
- Detail-oriented with a balance of creative and strategic thinking.
- Commitment to ethical and accessible design.
- Strong team player with a proactive attitude, willing to support wherever needed to meet project deadlines.
- Openness to continuous learning of tools, technologies, and platforms.
- Willingness to accept feedback, ask questions, and manage ambiguity.
- Strong ethical standards and a commitment to accessibility.
