Conversational Designer

Job Description

Company Description

[REDACTED] helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of [REDACTED]'s engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

[REDACTED] has coverage across 5 continents and operates in over 25 countries around the world. [REDACTED] retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

We are looking for a skilled Conversational Designer with hands-on experience in [REDACTED] Dialogflow CX/ES to design and develop engaging chatbot and voicebot experiences. The ideal candidate should possess strong expertise in conversation design, NLP/NLU concepts, customer journey mapping, and integration of conversational AI solutions across digital and voice channels.

Responsibilities

• Design and develop conversational flows for chatbots and voicebots using [REDACTED] Dialogflow CX/ES.
• Create intents, entities, utterances, contexts, and dialogue management strategies.
• Collaborate with business stakeholders, developers, and UX teams to build intuitive conversational experiences.
• Optimize bot performance through continuous training, testing, and analytics review.
• Design fallback handling, error recovery flows, and escalation journeys to live agents.
• Integrate conversational platforms with APIs, webhooks, CRM systems, and contact center solutions.
• Conduct user testing and improve conversation flows based on customer interactions.
• Maintain conversational design documentation and best practices.
• Support multilingual and omnichannel conversational experiences where required.

Qualifications

• 5+ years of experience in Conversational Design, Voice Bot Design, or Conversation UX.
• Hands-on experience with Dialogflow CX/ES and [REDACTED] CCAI.
• Strong understanding of NLP concepts including intents, entities, utterances, contexts, and conversation flows.
• Experience designing conversational experiences for IVR, voice bots, or chatbots.
• Excellent writing, communication, and interaction design skills.
• Ability to translate complex business processes into simple conversational experiences.
• Strong analytical and problem-solving abilities.

Nice to Have

• Experience with IVR modernization or IVR-to-bot migration programs.
• Familiarity with [REDACTED] Connect, [REDACTED] Lex, or other conversational AI platforms.
• Exposure to prompt engineering and generative AI conversational experiences.
• Experience working with contact center operations and customer support workflows.
• Understanding of conversational analytics and bot performance optimization.
• Familiarity with Agile methodologies and collaboration tools.

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.

• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.

• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.

• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.

• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.

• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

• [REDACTED] is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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