Conversational Designer

**Position Overview**

We are seeking a dynamic and multidisciplinary professional to join our Virtual Assistant (VA) team as a **Conversational AI & UX Specialist**. This role sits at the intersection of **Conversational Design**, **User Experience**, and **AI Training & Testing**, supporting the continual evolution of our enterprise-grade Virtual Assistant solutions across ServiceNow, MS Teams, and other integrated platforms

**Core Responsibilities**

**Conversation Design**
- Design conversation flows and dialogue patterns for IT service management use cases
- Create and maintain conversation design system documentation and guidelines
- Develop personality profiles and tone of voice and text guidelines for virtual assistants
- Write clear, concise, and natural dialogue for various scenarios
- Design error handling and fallback conversations that maintain user engagement

**User Experience Design**
- Managing the entire design process from ideation to final UI designs
- Create detailed interaction models for different user scenarios and contexts
- Conducting user interviews and customer roundtable sessions, to gather valuable insights and feedback for product enhancement
- Creating user flows, personas, taking part in usability testing
- Designing wireframes and interactive mock-up for internal brainstorming sessions and for customer reviews
- Design conversation repairs and recovery strategies
- Writing UX documentation and specifications
- Map user intents to appropriate conversational responses
- Design contextual help and proactive guidance elements

**Content Development**
- Write and maintain conversational content libraries
- Create response variations to make conversations feel more natural
- Develop multilingual conversation flows when required
- Design system messages and notifications
- Collaborate with customer facing CSM’s/SDM’s for pilot templates to gather feedback

**Testing & Optimization**
- Conduct conversation testing to ensure natural flow and effectiveness
- Review conversation logs to identify areas for improvement
- Analyze user feedback specific to conversation design
- Optimize dialogues based on user interaction patterns
- Perform A/B testing on different conversation approaches

**Quality Assurance**
- Establish and maintain conversation design quality standards
- Review and validate conversation flows for consistency
- Ensure compliance with brand voice and style guidelines
- Validate technical accuracy of IT service management content
- Maintain version control of conversation designs

**Research & Innovation**
- Research latest trends in conversational AI and user experience
- Study user behavior patterns to inform design decisions
- Identify opportunities for conversation flow improvements
- Keep updated with advances in overall AI /Gen AI /natural language processing
- Propose innovative solutions for complex conversation scenarios

**Required Skills & Competencies**

**Technical Knowledge**
- Understanding of conversational AI platforms and capabilities
- Knowledge of natural language processing concepts
- Familiarity with conversation design tools and methodologies
- Basic understanding of IT service management processes
- Experience with prototyping and wireframing tools

**Writing & Language Skills**
- Excellent writing skills with focus on conversational content
- Ability to write in different tones and styles
- Experience in technical writing
- Understanding of linguistic principles

**Design Skills**
- Experience in user experience design
- Creating logical conversation branches
- Knowledge of conversation design patterns
- Understanding of user interface design principles
- Ability to create user flows and journey maps
- Experience with design thinking methodologies
- Designing graceful ways to handle misunderstandings
- Creating helpful error messages that don’t frustrate users
- Ensuring our designs reflect our customer’s requirement to keep our Virtual Assistant’s ability to demonstrate smart AI enabled level of intelligence.

**Analytical Skills**
- Ability to analyze conversation metrics and user feedback
- Understanding of user behavior analytics
- Experience with A/B testing methodologies
- Data-driven decision-making capabilities
- Problem-solving and pattern recognition skills

**Impact & Success Metrics**
- Improvement in virtual assistant comprehension rates
- Reduction in conversation abandonment rates
- Increase in successful task completion rates
- Higher user satisfaction scores for conversation experiences
- Reduction in escalation rates due to conversation design issues
- Improvement in first-interaction resolution rates

**Collaboration Requirements**
- Work closely with technical teams to understand platform capabilities
- Coordinate with customer experience teams for brand alignment
- Engage with business data analysts for conversation performance insights
- Support training teams with conversation design documentation

**AI Training & Optimiza