对话设计师（远程，任何地点，印第安纳州）
Conversational Designer (Remote, Any Location, IN)
对话设计师负责设计和优化聊天机器人和语音机器人的端到端对话体验。这是一个战略角色，将业务目标和用户需求转化为清晰、自然且有效的对话，以实现有意义的互动和可衡量的结果。他们定义对话策略，进行评估，创建对话流程和脚本，并与CAI工程师合作，确保高质量的实现。该职位需要具备LLM、代理AI、知识AI和NLU方面的专业知识，能够在这类场景中实现机器人，包括混合机器人，合理决策范围。对话设计师了解我们在语音渠道面临的所有需求和挑战，以及成功实现语音机器人的所有强制性要求。对话设计师负责持续改进，通过分析性能数据和用户反馈来提高准确性、用户满意度和关键指标，确保跨渠道、用例和知识库的无缝且可扩展的对话体验。这还包括探索新功能，优化模型和供应商，并不断改进解决方案以最大化影响。
这是一个远程职位，候选人必须位于印度并具备在印度工作的资格。
职责
- 与制作团队，特别是对话AI工程师和交付经理合作，定义并交付最佳客户体验
- 在运营和客户中进行评估，以识别需求和机会
- 根据影响力、工作量和可行性映射用例并确定优先级，与客户期望和合同保持一致
- 为项目制定对话AI策略
- 为聊天机器人和语音机器人设计对话场景、流程和对话
- 创建原型人物、机器人人物和语气，确保语气和信息符合品牌期望
- 在CAI平台上实现机器人，实施流程、知识库等
- 参与KPI分析，生成定性洞察和报告以支持项目决策
- 支持项目路线图，与交付经理合作确定机会和改进的优先级
- 推动对话体验和整体用户满意度的持续改进
- 培训机器人并加强AI知识库的协作
查看英文原文
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. They define conversational strategies, handle assessment, create conversation flows and scripts, and work together with CAI engineers to ensure high-quality implementations. This is someone who has expertise in LLM, Agentic AI, Knowledge AI, and NLU. They are able to implement bots across all these scenarios, including hybrid bots, making the right decisions regarding scope. The Conversational Designer understands all the requirements and challenges we face in the voice channel, as well as all the mandatory requirements to successfully implement a voicebot. The Conversational Designer is responsible for the continuous improvement, analyzing performance data and user feedback to improve accuracy, user satisfaction, and key metrics, ensuring a seamless and scalable conversational experience across channels, use cases and knowledge base. It also involves exploring new features, optimizing models and providers, and continuously refining the solution to maximize impact.
This is a remote role, candidate must be located and eligible to work in India.
Responsibilities
- Collaborates with the production team, particularly the Conversational AI Engineer and Delivery Manager, to define and deliver the best customer experience
- Conducts assessments within the operation and with clients to identify needs and opportunities
- Map use cases and define the priorities based in impact, effort and feasibility, aligned with the client expectation and contract
- Develops the Conversational AI strategy for projects
- Designs conversational scenarios, flows, and dialogues for chatbots and voicebots
- Creates proto-personas, bot personas, and tone of voice, ensuring voice and messaging align with the brand expectations
- Implement the bot on the CAI platform, implementing the flows, KB, etc
- Participates in KPI analysis, generating qualitative insights and reports to inform project decisions
- Supports the project roadmap, working with the Delivery Manager to prioritize opportunities and improvements
- Drives continuous improvement of the conversational experience and overall user satisfaction
- Trains the bot and reinforces the AI knowledge base in collaboration with the Conversational AI Engineer
- Oversees QA and testing, including UAT and ongoing performance checks, consolidating feedback and implementing fixes
- Integrates client-approved changes and enhancements during project execution
Skills and 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 take advantage of LLM capabilities and integrate it in conversational design when required, working with hybrid bots
- Understanding of LLM functioning and RAG
- Perfect written and verbal communication
- Ability to explain and defend design choices and user experience strategies
- Ability to work in 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
About Us
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.
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Originally posted on Himalayas