Overview
We are seeking a highly skilled and creative
AI Agent Conversation Designer/Engineer
to join our team and help shape the next generation of customer experience through intelligent virtual agents. This role sits at the intersection of
conversation design, user experience, AI/NLP technologies, and CX strategy
. You will be responsible for crafting natural, engaging, and effective conversations for AI-powered customer service bots, and for building the logic, flows, and backend integrations that power them.
Responsibilities
Design and optimize conversational experiences
across text, voice, and multimodal AI agents that serve customer-facing use cases.
Collaborate with CX, product, and engineering teams
to define intents, utterances, and dialogue flows aligned to business goals and customer needs.
Use tools such as Dialogflow, Microsoft Bot Framework, Rasa, Kore.ai, or proprietary platforms
to develop, test, and deploy virtual agents.
Write natural, human-like copy
that reflects brand voice while supporting task completion, escalation, and error handling.
Analyze conversational data
to continuously improve agent performance—tuning intents, training datasets, and optimizing flows.
Integrate back-end systems and APIs
to allow bots to handle dynamic requests (e.g., checking account status, processing returns, scheduling).
Develop test cases and perform QA
to ensure smooth, bug-free performance in production environments.
Stay up to date with
NLP, LLMs, and conversational AI innovations
to inform ongoing development and optimization.
Qualifications
Bachelor's or Master's degree in
Computer Science, Linguistics, UX Design, Human-Computer Interaction, AI, or a related field
. Or equivalent on the job experience
3+ years of experience in
conversation design, chatbot development, or NLP engineering
.
Proficiency in one or more bot development platforms:
Google Dialogflow, AWS Lex, Rasa, Kore.ai, Cognigy, etc.
Familiarity with
programming languages
(e.g., Python, JavaScript) and basic API integration.
Understanding of
machine learning and natural language understanding (NLU)
principles.
Strong grasp of
UX best practices
, persona development, and user-centric design.
Experience with
LLM integration and prompt engineering
(e.g., OpenAI, Anthropic, Cohere) is a strong plus.
Excellent problem-solving, collaboration, and communication skills.
Preferred Skills:
Experience designing for
voice assistants
(e.g., Alexa, Google Assistant).
Knowledge of
analytics platforms
(e.g., Voiceflow, Dashbot, Botanalytics) for bot performance tracking.
Familiarity with customer service domains such as
e-commerce, telecom, healthcare, or fintech
.
Background in
multilingual or multicultural experience design
.
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