[Hiring] Conversational Designer @Foundever®

Role Description

The Conversational Designer is responsible for designing and optimizing end-to-end conversational experiences for chatbots and voicebots. This is a strategic role that translates business goals and user needs into clear, natural, and effective dialogues that deliver meaningful interactions and measurable results.

• Define conversational strategies and handle assessments.
• Create conversation flows and scripts.
• Collaborate with CAI engineers to ensure high-quality implementations.
• Implement bots across various scenarios, including hybrid bots.
• Understand requirements and challenges in the voice channel.
• Analyze performance data and user feedback for continuous improvement.
• Explore new features and optimize models and providers.

Qualifications

• Fluent in written and spoken English (C1 level minimum).
• Experience in conversational design for chatbots and voicebots.
• Strong knowledge in Conversational AI, LLM, Agentic AI, and NLU.
• Strong understanding of conversational UX and specificities of each channel: chat or voice.
• Ability to leverage LLM capabilities in conversational design.
• Understanding of LLM functioning and RAG.
• Perfect written and verbal communication skills.
• Ability to explain and defend design choices and user experience strategies.
• Ability to work in a multicultural environment.
• Familiarity with conversational AI platforms (e.g. Cognigy).
• Experience with voice interfaces and speech technologies (STT/TTS).
• Understanding of multilingual conversational design.
• Knowledge of analytics tools to track user interactions and performance.

Requirements

• Collaborate with the production team, particularly the Conversational AI Engineer and Delivery Manager.
• Conduct assessments within the operation and with clients to identify needs and opportunities.
• Map use cases and define priorities based on impact, effort, and feasibility.
• Develop the Conversational AI strategy for projects.
• Design conversational scenarios, flows, and dialogues for chatbots and voicebots.
• Create proto-personas, bot personas, and tone of voice.
• Implement the bot on the CAI platform.
• Participate in KPI analysis, generating qualitative insights and reports.
• Support the project roadmap, working with the Delivery Manager.
• Drive continuous improvement of the conversational experience.
• Train the bot and reinforce the AI knowledge base.
• Oversee QA and testing, including UAT and ongoing performance checks.
• Integrate client-approved changes and enhancements during project execution.

Company Description

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.