Conversational Designers

2 days ago

India Recro Full time

Position: Conversational Designers

Skills: Specialists craft the dialogue and define how the chatbot should respond in various scenarios to make interactions seem more natural and human-like.


Roles and Responsibilities:

● Design effective, innovative, and delightful conversational experiences using user-centric design

methodologies

● Work with major enterprise brands to understand their business goals, their customer personas and

intents to define an automation roadmap

● Research and analyze intents and the associated customer journeys. Evaluate when bots are appropriate

and in what form

● Create bot design documents, including bot personas, example dialogs, conversation flow diagrams, error

handling patterns

● Define the intent portfolio for natural language understanding and how it maps in to conversation designs

● Review customer transcripts to identify gaps in the conversation design; modify design patterns to bridge

those gaps

● Write copy suitable for automated conversations in the messaging medium

● Interpret bot performance metrics to hypothesize where design changes can be made and tested to drive

specific goals

● Review and give feedback on designs from peers, including mentoring colleagues who may or may not be

designers

● Create and evangelize conversation design best practice standards, reusable design patterns and processes

● Should be comfortable in a client-facing role, advising customers and evangelizing non-design team

members on conversation design best practices, processes, and reusable patterns.

● Demonstrate effective verbal and written communication to internal executives, C-level clients, partners, and team members


Skills Requirements:

To be successful in this role, you should possess:

● Bachelor’s Degree with experience in design, human-computer interaction (HCI), or equivalent

professional experience

● At least 1 year prior experience in bot strategy, conversation design, and AI optimization.

● We consider diverse backgrounds - prior UX Content Strategy, Information Architecture, or UX Writing

experience

● Strong prioritization skills.

● Excellent mastery of verbal and written english language.

● Knowledge of Natural Language Understanding technologies and platforms such as Dialog Flow, Watson,

LUIS, etc. and how it impacts conversation designs

● Knowledge of messaging channels such as web messaging, SMS, Whatsapp, etc. and what the advantages

and disadvantages are of each

● Contact center and/or customer service experience a plus

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