Conversational Experience Designer

Description

The team is hiring a Conversational Experience Designer to shape conversations for AI agents that work over both text and voice. You will design natural, user-focused interactions and set the Conversational UX standards and guidelines the organization needs to launch new AI use cases at scale.

The company is a global digital services firm operating in 19 countries with more than 28,000 professionals. It helps businesses and organizations speed up their digital transformation.

Responsibilities

• Design conversations for AI agents on text and voice channels.
• Map user intents, conversation paths, error cases, fallback handling, escalation to a human, and handoffs between channels.
• Write dialogues and prompts for Generative AI agents, setting their persona, tone, communication style and behavioral limits.
• Design voice interactions around barge-in, silence handling, implicit and explicit confirmations, noise, accents, turn-taking, and the lack of a screen.
• Design text interactions using quick replies, cards and rich media, and define when users should be sent to a visual interface.
• Build and maintain Conversational UX Guidelines that keep conversational AI work consistent and scalable.
• Work with Product, Design, Engineering and AI teams to deliver smooth user experiences.

Requirements

• Proven experience in Conversational Design, Conversation Design, UX Writing, Service Design, User Experience Design, or a related field.
• Experience designing conversational flows for virtual assistants, chatbots or other AI-driven solutions.
• Strong knowledge of prompt design and experience building interactions for Generative AI applications.
• Ability to design for both voice and text, understanding what each channel can and cannot do.
• Excellent written communication and close attention to detail in conversational content.
• Experience creating frameworks, standards, guidelines or best practices for user experience design.
• Industry experience in high-volume transactional environments such as telecommunications, banking, insurance, utilities or retail.
• Understanding of speech technologies, including ASR (Automatic Speech Recognition) and TTS (Text-to-Speech).
• Experience with conversational design platforms such as Voiceflow, Botpress or similar tools.
• Experience working in organizations with in-house AI teams and AI product development capabilities.

Conditions

Equal opportunity applies; the company welcomes applicants regardless of background.