Description

You design end-to-end conversational experiences for chatbots, virtual assistants, IVR, and AI copilots.

This role is on-site.

Responsibilities

• 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.
• Analyze chatbot and voice bot performance and usage analytics to improve user experience.

Required Skills

• 5+ years of experience in conversation design and UX writing.
• Strong knowledge of Generative AI concepts and LLM fundamentals.
• Experience with Microsoft Copilot Studio, AWS Lex, Amazon Connect, Dialogflow, or OpenAI/Azure OpenAI.
• Proficiency in prompt engineering.
• Expertise in customer journey mapping and human-centered design.
• Strong communication, stakeholder management, and analytical skills.

Preferred Skills

• Experience designing digital banking, customer service, or contact center conversational experiences.
• Knowledge of BFSI customer journeys, self-service channels, and customer engagement best practices.

Key Skills

Education

Any Graduate