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
• 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.