Conversational Designer (Remote, Any Location, BR)

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 Brazil.

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. [REDACTED])
• 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

[REDACTED] 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.

Originally posted on [REDACTED]