Description

You will design and refine end-to-end service and support experiences for chatbot and voice (IVR) technologies, including Generative AI-powered interfaces.

This role is on-site.

Responsibilities

• Create sample dialogs, conversational flow diagrams, and prototypes to communicate voice and text interactions.
• Define and iterate on end-to-end designs for conversational user interfaces and content.
• Guide intent identification, including phrases, entities, contexts, and business rules.
• Analyze conversation paths and flows to identify friction points and inform future designs.
• Collaborate with Product, UX, Engineering, and Data Analytics teams to deliver consistent experiences.

Required Skills

• 5+ years of experience in conversation design for voice and chat.
• Experience designing for Generative AI-powered experiences, specifically prompt engineering and prompt chaining.
• Understanding of how data from API calls and databases integrates into experience design.
• Ability to participate in technical discussions and assist with technical trade-offs.
• Knowledge of Natural Language Processing/Understanding (NLP/NLU), intent classification, and sentiment analysis.
• Proficiency in designing dialog flows, text-to-speech, and speech-to-text applications.
• Ability to translate product requirements into usable conversation designs.

Preferred Skills

• Experience working with CXD and Generative AI frameworks.

Key Skills

Education

Any Graduate