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Conversational AI Designer
Full-time
Position Summary
Do you want to be part of a collaborative User Experience and Conversational AI team helping to shape the future of consumer experience? As a Conversational AI Designer, you will help design and build omnichannel conversational experiences for our digital customers, including interactions for intelligent virtual assistants and chatbots. In this role, you will contribute to conversational design work under the guidance of senior designers while partnering with product, technology, research, and business teams to deliver clear, useful, and customer-centered experiences.
You are
A Conversational AI Designer with related, applicable experience in designing conversational AI assistants, AI agents, chatbots, and/or digital self-service experiencesf or customer-facing journeys.
We expect to see your passion for creating engaging and intuitive customer experiences, along with your ability to simplify complex topics into clear conversational interactions. To be successful in this role, you will demonstrate a solid understanding of user experience practices and conversational design principles, with the ability to apply those principles to real customer problems. You can work effectively with cross-functional partners to support the development and improvement of data-driven and AI-enabled digital assistants across products and services. You should be comfortable communicating ideas clearly, asking thoughtful questions, taking feedback, and managing assigned design work with appropriate guidance.
Required
Three or more (3+) years of previous experience as a Conversational Designer or Experience Designer of AI tools/platforms
One or more (1+) years of professional experience working with chatbots, agents, virtual assistants, voice assistants, or similar digital self-service experiences
Experience with to IVR, speech recognition, or other multimodal conversational channels is a plus
Knowledge of conversational AI technologies and dataset elements, including LLM, NLU, NLP, ML, utterances, prompts, intents, entities, and annotations
Experience with Generative AI technologies, large language models, prompt design, and emerging AI capabilities
Comfortable with working with complex data sets and working with APIs
Experience with, conversational AI and digital assistant platforms such as Sierra, Google Dialogflow, IBM Watson, Rasa, Kore.ai, Salesforce Agentforce, Microsoft Copilot Studio or similar tools
Ability to use design and documentation tools including Voiceflow, Adobe Suite, Figma, diagramming apps, Microsoft 365 suite, and Jira
Knowledge for applying omnichannel design practices and customer touchpoints including websites, mobile apps, IVR/telephony, SMS, Apple iOS, Google Android, and voice assistant devices
Experience working in Agile teams and collaborating within iterative product development environments
Familiarity with Design Thinking methodology
A background in user experience design, customer service, content management, brand and marketing, product design, UX writing, or NLP data science
You will
Create conversational dialog designs, prompts, scripts, and interaction flows for human-machine conversations with guidance from senior design partners
Work closely with product teams and business partners to support the planning, design, optimization, and delivery of virtual assistants in an agile development environment
Partner with developers and technology teams by applying a working understanding of conversational AI platforms, design requirements, and implementation constraints
Apply user-centered design methods to iterate through concepts that can be tested and validated with users
Use data, analytics, and user feedback to inform design recommendations and improve conversational experiences
Apply human-centered design approaches to frame problems, identify patterns, explore opportunities, and visualize possible solutions
Collaborate within product teams to assess opportunities, constraints, and features while advocating for the end user and balancing business and technology needs
Partner with researchers, product owners, and senior designers to participate in user research, testing, and metrics analysis that informs decisions and design improvements
Continue building your knowledge of conversational AI, UX practices, information architecture, research methods, and platform capabilities, and apply that learning to assigned design work
Support the measurement of design solutions by helping capture and interpret qualitative and quantitative data that informs experience improvements
Reporting Relationships
As a Conversational AI Designer, you will report to our Lead Conversational AI & UX Designer, who reports to our Head of Enterprise Experience Design with a dotted line to our Lead Conversational AI UX designer. organization.
Travel
10% Travel required for this position to alternate office locations.
