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Conversational Designer

Conversational Designer

Getronics

0 years

0 Lacs

bengaluru karnataka

Posted:3 weeks ago| Platform: SimplyHired logo

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Skills Required

analysis skills ai analytics

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On-site

Job Description

Position Overview

We are seeking a dynamic and multidisciplinary professional to join our Virtual Assistant (VA) team as a Conversational AI & UX Specialist. This role sits at the intersection of Conversational Design, User Experience, and AI Training & Testing, supporting the continual evolution of our enterprise-grade Virtual Assistant solutions across ServiceNow, MS Teams, and other integrated platforms

Core Responsibilities

Conversation Design

Design conversation flows and dialogue patterns for IT service management use cases
Create and maintain conversation design system documentation and guidelines
Develop personality profiles and tone of voice and text guidelines for virtual assistants
Write clear, concise, and natural dialogue for various scenarios
Design error handling and fallback conversations that maintain user engagement

User Experience Design

Managing the entire design process from ideation to final UI designs
Create detailed interaction models for different user scenarios and contexts
Conducting user interviews and customer roundtable sessions, to gather valuable insights and feedback for product enhancement
Creating user flows, personas, taking part in usability testing
Designing wireframes and interactive mock-up for internal brainstorming sessions and for customer reviews
Design conversation repairs and recovery strategies
Writing UX documentation and specifications
Map user intents to appropriate conversational responses
Design contextual help and proactive guidance elements

Content Development

Write and maintain conversational content libraries
Create response variations to make conversations feel more natural
Develop multilingual conversation flows when required
Design system messages and notifications
Collaborate with customer facing CSM’s/SDM’s for pilot templates to gather feedback

Testing & Optimization

Conduct conversation testing to ensure natural flow and effectiveness
Review conversation logs to identify areas for improvement
Analyze user feedback specific to conversation design
Optimize dialogues based on user interaction patterns
Perform A/B testing on different conversation approaches

Quality Assurance

Establish and maintain conversation design quality standards
Review and validate conversation flows for consistency
Ensure compliance with brand voice and style guidelines
Validate technical accuracy of IT service management content
Maintain version control of conversation designs

Research & Innovation

Research latest trends in conversational AI and user experience
Study user behavior patterns to inform design decisions
Identify opportunities for conversation flow improvements
Keep updated with advances in overall AI /Gen AI /natural language processing
Propose innovative solutions for complex conversation scenarios

Required Skills & Competencies

Technical Knowledge

Understanding of conversational AI platforms and capabilities
Knowledge of natural language processing concepts
Familiarity with conversation design tools and methodologies
Basic understanding of IT service management processes
Experience with prototyping and wireframing tools

Writing & Language Skills

Excellent writing skills with focus on conversational content
Ability to write in different tones and styles
Experience in technical writing
Understanding of linguistic principles

Design Skills

Experience in user experience design
Creating logical conversation branches
Knowledge of conversation design patterns
Understanding of user interface design principles
Ability to create user flows and journey maps
Experience with design thinking methodologies
Designing graceful ways to handle misunderstandings
Creating helpful error messages that don’t frustrate users
Ensuring our designs reflect our customer’s requirement to keep our Virtual Assistant’s ability to demonstrate smart AI enabled level of intelligence.

Analytical Skills

Ability to analyze conversation metrics and user feedback
Understanding of user behavior analytics
Experience with A/B testing methodologies
Data-driven decision-making capabilities
Problem-solving and pattern recognition skills

Impact & Success Metrics

Improvement in virtual assistant comprehension rates
Reduction in conversation abandonment rates
Increase in successful task completion rates
Higher user satisfaction scores for conversation experiences
Reduction in escalation rates due to conversation design issues
Improvement in first-interaction resolution rates

Collaboration Requirements

Work closely with technical teams to understand platform capabilities
Partner with subject matter experts for technical content accuracy
Coordinate with customer experience teams for brand alignment
Engage with business data analysts for conversation performance insights
Support training teams with conversation design documentation

AI Training & Optimization

Annotate and train AI/NLU models by labeling intents, entities, and improving utterance accuracy.
Regularly analyze bot logs and user queries to identify gaps in training data.
Work with the data team to improve symptom/code recognition and ticket categorization accuracy.
Suggest synonyms, utterance variations, and fallback intent management.

User Acceptance Testing (UAT)

Develop test scenarios and acceptance criteria in collaboration with stakeholders.
Execute UAT scripts for new flows, KB integrations, and automation triggers.
Identify defects or experience inconsistencies and coordinate with developers for fixes.
Validate live agent handover (LAH), email triggers, multilingual flows, and symptom population features.

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Conversational Designer