Shape engaging experiences for AI-driven Chatbots and IVR systems
Design intuitive dialog flows, validate functionality, and optimize language to ensure seamless interactions utilizing best practices in user-centered design
Own and continuously improve the overall chatbot/IVR design and user experience, using a variety of metrics and data-driven insights
Participate across all product phases: discovery, delivery, and iteration
Lead collaborative design reviews with the product team to ensure user-centric solutions
Deliver in a fast-paced, collaborative agile environment
Practice holistic experience design
Gather a deep understanding of product business requirements, customer behavior, and technical limitations
Present and advocate for user-centered design and effectively articulate design decisions

Understanding and experience with design technologies and platforms such as Voiceflow, IBM Watson, Genesys, etc.
Experience in AI, chatbot/IVR strategy, conversation design, and optimization
Knowledge of Natural Language Processing and Prompt Engineering
Familiar with Agile principles and able to work effectively with cross-functional teams.
Exceptional UX writing for messaging and voice, with ability to adapt tone and style for conversational interfaces verses traditional marketing
Adaptability to accommodate constantly changing priorities
Self-motivated, positive attitude, quick to learn and a growth-oriented mindset
Strong interpersonal skills for effective collaboration and communicating technical requirements and solutions to a variety of audiences
Contact center and/or customer service experience a plus
Bilingual a plus (English + Spanish)
3-5 years of experience designing and writing natural dialog flows for AI, machine learning, or chatbot tools required
High School Diploma or equivalent required
Bachelor’s Degree in related field or equivalent work experience required
Certification in conversation design or UX design preferred

Conversation Designer II

Key skills