Sr Conversational Designer

A Senior Conversational Designer for Chatbots and Voicebots is responsible for creating, designing, and optimizing the user interaction experience with AI-driven conversational interfaces. Their role involves understanding client issues and expected outcomes (efficiency, automation, reduction of AHT) and user needs, thinking about the best strategy and experience to be developed. The SCD should bring strategic suggestions for the project's success. He/She is in charge of designing the bot architecture, conversation flow, scripting dialogues, and ensuring that the bot can understand and respond to user queries effectively and naturally. They work to make the interaction as human-like as possible, often employing principles of psychology, linguistics, and user-centered design. Additionally, they analyze conversation data to identify patterns, improve responses and prompts, and enhance overall resolution, user satisfaction and KPIs, building reports with qualitative analysis and opportunities.

This position would manage other resources from the same area and develop the team. Monitoring the quality of the UX and content delivery from EMEA.

Qualifications: 

• A master's degree in UX design / Conversational design or equivalent work experience
• Experience working with AI bots / GenAI solutions
• Fluent in French & English. Other languages are appreciated.
• Ability to work together with Dev team
• Strong understanding of conversational UX and specificities of each channel: chat or voice.
• Strong understanding of Natural Language Processing
• Ability to take advantage of Gen AI capabilities and integrate it in conversational design when required
• Understanding of LLM functioning and RAG to optimize content for Knowledge AI content preparation for Generative AI = prompt engineering capabilities
• Deep understanding and analysis of CAI KPIs
• Curiosity and ability to integrate innovation
• Perfect written and verbal communication
• Ability to explain and defend design choices
• Ability to work in multicultural environment
• Continuous learning mindset
• Problem-solving mindset
• Minimum 3 years’ experience in conversational AI projects and team management

Duties and Responsibilities:

• Collaborate with the team (and in particular Tech/Dev and project manager) to establish the best customer experience to reach the outcomes
• Realize the assessment within the operation, in the existent channels and with key stakeholders from the client side
• Create the conversational AI strategy and architecture
• Balance choices of technology (NLU/GEN AI, translation) to achieve CX outcomes in collaboration with project manager for alignment with budget validated by the client
• Responsible for building conversational scenarios and flows
• Build proto persona, bot persona and tone of voice
• Copywriting of the bot prompts
• Implementation of the content and flows on Cognigy
• Create integration flows and follow the development on Cognigy in partnership with developer
• Elaborate and manage the bot testing phases (UAT), UX improvement, and bot training
• Participate actively in the KPI analysis, roadmap creation and continuous improvement of the bot
• Work in the monthly reports bringing a qualitative analysis and opportunities
• The conversational designer is also in charge of the AI bot training and gen AI knowledge base reinforcement
• The AI trainer handles intent matching, lexicons, training questions and helps with the analytics evaluations. They should be in direct communication with the conversation designers or developers as they need to understand how the architecture of the agent works to improve the NLU. And they should also be able to detect when users are dropping off and evaluate options if anything needs to be adjusted within the conversation design
• Elaborate and maintain in time conversational flows architecture (Miro / X mind)
• Elaborate and integrate conversational content based on text
• Brief the Creative Lead in case of visual content needs for Chatbots and ensure creative production is fully aligned with the brief
• Interact with tech/dev when integration and/or code is required to deliver the experience targeted
• Manage testing: adjust testing protocol model to the project, realize on-going testing of the experience built, identify testers, brief and coordinates testing with the project manager. Consolidate testing feed-back and integrate iterations with tech/dev.
• Adjust the testing material for client tests
• Consolidate test feedback under the supervision of Project ManagerIntegrate iterations asked by the client
• Contribute to the KPI analysis and make recommendations for improvement in run phase
• Integrate changes or evolutions validated by the client during the run
• Make the continuous training of the NLU / Reinforcement of the Knowledge AI or prompt engineering when using Gen AI.