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Conversational Designer

2 weeks ago

Bengaluru, Karnataka, India Getronics Full time ₹ 15,00,000 - ₹ 25,00,000 per year

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
  • Partner with subject matter experts for technical content accuracy
  • 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 & Optimization

  • Annotate and train AI/NLU models by labeling intents, entities, and improving utterance accuracy.
  • Regularly analyze bot logs and user queries to identify gaps in training data.
  • Work with the data team to improve symptom/code recognition and ticket categorization accuracy.
  • Suggest synonyms, utterance variations, and fallback intent management.

User Acceptance Testing (UAT)

  • Develop test scenarios and acceptance criteria in collaboration with stakeholders.
  • Execute UAT scripts for new flows, KB integrations, and automation triggers.
  • Identify defects or experience inconsistencies and coordinate with developers for fixes.
  • Validate live agent handover (LAH), email triggers, multilingual flows, and symptom population features.