Description

Job Description

Must Have Technical/Functional Skills

Required Skills

· Conversation Design and UX Writing.

· Prompt Engineering and Generative AI concepts.

· Chatbot, Virtual Assistant, and Voice Bot Design.

· Customer Journey Mapping and Human-Centered Design.

· Conversational AI and LLM fundamentals.

· Strong communication, stakeholder management, and analytical skills.

Preferred Qualifications

· Experience with Microsoft Copilot Studio, AWS Lex, Amazon Connect, Dialogflow, OpenAI/Azure OpenAI, or AWS Bedrock.

· Experience designing digital banking, customer service, or contact center conversational experiences.

· Knowledge of BFSI customer journeys, self-service channels, and customer engagement best practices.

Roles & Responsibilities

· Design end-to-end conversational experiences for chatbots, virtual assistants, IVR, and AI copilots.

· Create conversation flows, dialogue trees, user intents, and customer journeys.

· Develop prompts and interaction strategies for Generative AI and LLM-based applications.

· Ensure conversations are natural, context-aware, compliant, and aligned with business objectives.

· Collaborate with business, UX, product, contact center, and engineering teams to define conversational experiences.

· Analyze chatbot and voice bot performance, customer feedback, and usage analytics to continuously improve user experience

Key Skills

Education

Any Graduate