Roles and Responsibilities:Delivery & execution- Design natural, user-friendly dialogue flows for chatbots, voice assistants, and AI-powered interfaces, balancing clarity, brevity, and tone.
- Work directly with clients & product owners to translate goals and customer intents into implementation-ready conversation architectures (intents, entities/slots, prompts, confirmations, fallbacks); incorporate feedback while protecting usability, safety, and scope.
- Create and maintain conversation design artifacts (conversation maps, flow diagrams, turn-by-turn scripts, prompt/reprompt libraries, escalation patterns).
- Define testing coverage for designs (happy paths, edge cases, ambiguous/adversarial inputs) and support QA with structured test scenarios.
- Use analytics and qualitative feedback (transcripts, drop-offs, containment, CSAT, recontact) to iterate and improve flows and prompts.
- Align conversation behaviors with client brand voice and customer experience standards across channels (voice/chat).
Conversational AI platform leadership- Define voice-optimized behaviors (barge-in, disambiguation, speech-friendly phrasing,low-confidence handling)
- Define chat-optimized behaviors (quick replies, progressive disclosure, rich UI patterns where applicable).
- Develop and enforce conversation style guidelines (tone, reading level, inclusive language, empathy, compliance phrasing, "what not to say" constraints).
- Support implementation in platforms such as Cognigy (preferred), Amazon Lex + Amazon Q ,Kore.ai,Yellow.ai, etc. Partnering with engineers & architects to optimize reusability and maintainability.
Operational excellence & Cross-functional collaboration- Define and enforce standards for reliability, observability, on-call readiness, and continuous improvement (SOPs, logging, dashboards, alerts, templates).
- Participate in incident response and root-cause reviews; ensure learnings translate into durable engineering changes.
- Work with security/compliance stakeholders for data handling, retention, and access control when integrating customer data sources.
- Exhibit our core values: integrity, excellence, accountability and grace.
Qualifications- Work authorization/location: Must have work authorization within the United States or a U.S. citizen working abroad.
- 3+ years designing and delivering conversational experiences in a commercial Conversational AIplatform (not just writing scripts), such as Cognigy, Amazon Lex,Kore.ai,Yellow.ai, Dialogflow, Rasa, or equivalent.
- Proven experience shipping multiple production deployments (e.g., 3+ launched assistants) with ongoing iteration based on real user data.
- Multi-channel design experience: Demonstrated ability to design for both voice and chat (or deep expertise in one plus working knowledge of the other), including modality-specific best practices (e.g., barge-in/reprompts for voice; UI affordances for chat).
- Conversation architecture mastery: Strong command of intent/slot (entity) modeling, dialog state management, confirmation strategies, disambiguation, and robust error handling/fallback design.
- LLM + knowledge grounding competence: Experience designing LLM-assisted or knowledge-backed conversational flows (e.g., retrieval/grounding patterns, prompt + response constraints, "I don't know" behaviors, escalation).
- Practical understanding of APIs (REST), webhooks, authentication concepts, and how bots integrate with backend systems/CRMs.
- Design tooling & documentation: Strong proficiency producing clear design artifacts using tools such as Miro, Voiceflow, or equivalent tools and content/version management practices for prompts/flows.
- Delivery process: Experience working in Agile teams (sprint planning, grooming, story writing/acceptance criteria, iteration with QA and engineering).
- Analytics & optimization: Ability to use conversation analytics to drive improvements (containment, drop-off, turn count, misunderstanding rate, deflection, CSAT), and to propose experiments and measurable success criteria.
- Contact center / CX domain: Experience designing for customer service use cases (handoff to agents, intent triage, authentication, policy/compliance language, sensitive topics).
- UX/UI collaboration: Strong fundamentals in UX writing and collaboration with UX/UI teams; familiarity with chat UI patterns, accessibility considerations, and multi-lingual/localization workflows.
Department Information Technology Locations USA Remote status Fully Remote
