• Job Description

  Req#: 410034

  The Conversational Designer is responsible for designing and optimizing end-to-end conversational experiences for chatbots and voicebots. This role translates business goals and user needs into clear, natural, and effective dialogues that deliver meaningful interactions and measurable results. They define conversational strategies, assessment, create conversation flows and scripts, and collaborate with clients and technical teams to ensure high-quality implementations. 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.

  Location

  This is a remote role working within the EMEA time zone hours - candidates must reside and be legally authorized to work in one of the following countries: Portugal, Egypt, India, Spain, Serbia, Romania, or Poland.

  Job 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
  • 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
  • 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

  • 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)
  • Fluent in German and English. Other languages are appreciated
  • Experience with voice interfaces and speech technologies (STT/TTS)
  • Understanding of multilingual conversational design
  • Knowledge of analytics tools to track user interactions and performance
  • Experience with LLMs

  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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• About the company

  At Sitel Group, we redefine the way brands connect with their customers – one experience at a time. With our People First culture, we have a commitment to our associates to allow for tremendous growth across an exciting range or global opportunities, including working from home. In fact, around 93 percent of our non-agent positions are filled by internal talent today. We know our success is due to our diverse, talented and passionate people. Begin your journey today!

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