Conversation Designer | Chat Bot

Roles and Responsibilities:

• Design effective, innovative, and delightful conversational experiences using user-centric design methodologies
• Design cutting-edge conversational experiences using LLM prompting technologies Work with major enterprise brands to understand their business goals, their customer personas and intents to define an automation roadmap
• Research and analyze intents and the associated customer journeys
• Evaluate when bots are appropriate and in what form
• Conduct in-depth research and analysis of user intents and associated customer journeys to evaluate their performance in achieving issue resolution
• Create bot design documents, including bot personas, example dialogs, conversation flow diagrams, error handling patterns
• Define the intent portfolio for natural language understanding and how it maps in to conversation designs
• Review customer transcripts to identify gaps in the conversation design; modify design patterns to bridge those gaps
• Write copy suitable for automated conversations in the messaging medium

Skills Requirements:

• To be successful in this role, you should possess:
• Bachelors Degree with experience in design, human-computer interaction (HCI), or equivalent professional experience
• At least 1 year prior experience in bot strategy, conversation design, and AI optimization
• We consider diverse backgrounds - prior UX Content Strategy, Information Architecture, or UX Writing experience
• Strong prioritization skills
• Experience designing or contributing to Generative AI based experiences, including prompt design or LLM-driven conversational flows
• Excellent mastery of verbal and written english language
• Knowledge of Natural Language Understanding technologies and platforms such as Dialog Flow, Watson, LUIS, etc and how it impacts conversation designs
• Knowledge of messaging channels such as web messaging, SMS, WhatsApp, etc and what the advantages and disadvantages are of each
• Contact Center and/or customer service experience a plus

Location