Conversational Experience Designer

Job description

We are looking for a Conversational Experience Designer to create engaging and effective conversational experiences for AI-powered agents across both text and voice channels. This role will be responsible for designing natural, user-centric interactions while establishing Conversational UX standards and guidelines that enable the organization to scale new AI use cases efficiently. Responsibilities: Design conversational experiences for AI agents across text and voice channels. Map user intents, conversation flows, happy paths, error scenarios, fallback mechanisms, human escalation processes, and cross-channel handoffs. Create dialogues and develop prompts for Generative AI agents, defining persona, tone of voice, communication style, and behavioral boundaries. Design voice experiences considering key voice-specific aspects such as barge-in, silence management, implicit and explicit confirmations, noise handling, accent variations, turn-taking, and the absence of visual support. Design text-based experiences using quick replies, cards, rich media, and define criteria for when users should be redirected to visual interfaces. Develop and maintain Conversational UX Guidelines to ensure consistency and scalability across conversational AI initiatives. Collaborate with cross-functional teams including Product, Design, Engineering, and AI teams to deliver seamless user experiences. Proven experience in Conversational Design, Conversation Design, UX Writing, Service Design, User Experience Design , or related fields. Experience designing conversational flows for virtual assistants, chatbots, or AI-driven solutions. Strong knowledge of Prompt Design and experience creating interactions for Generative AI applications. Ability to design effective experiences across both voice and text channels, understanding the unique characteristics and constraints of each. Excellent written communication skills and strong attention to detail when crafting conversational content. Experience creating frameworks, standards, guidelines, or best practices for user experience design. Nice to Have 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 within organizations that have in-house AI teams and AI product development capabilities. Inetum is a global digital services company focused on enabling businesses and organizations to accelerate their digital transformation. Operating in 19 countries with more than 28,000 professionals worldwide, Inetum combines innovation, expertise, and a people-centric approach to deliver impactful technology solutions. Join us and be part of a dynamic, collaborative, and forward-thinking organization.