• Job Description

  Req#: 401886

  The Conversational Designer for Chatbots and Voicebots will be responsible for creating, designing, and optimizing the user interaction experience with AI-driven conversational interfaces. This role involves understanding client issues and expected outcomes (efficiency, automation, reduction of AHT) and user needs. The Conversational Designer is in charge of designing the conversation flow, scripting dialogues, and ensuring that the bot can understand and respond to user queries effectively and naturally. In this role you will work to make the interaction as human-like as possible, often employing principles of psychology, linguistics, and user-centered design. Additionally, you will analyze conversation data to identify patterns, improve responses, and enhance overall resolution, user satisfaction and KPIs.

  Job Responsibilities

  • Collaborate with the team (and in particular Tech/Dev and project manager) to establish the best customer experience to reach the outcomes
  • Realize the assessment and conversational AI strategy
  • Balance choices of technology (CAI/GEN AI, translation) to achieve CX outcomes in collaboration with project manager for alignment with budget validated by the client
  • Responsible for building conversational scenarios and flows
  • Build proto persona, bot persona and tone of voice and make voice proposal fitting with the brand expectation for Voicebots
  • Copywriting of the bot prompts
  • Integration of flows on Cognigy in partnership with developer
  • Elaborate bot testing phases, UX improvement, and bot training
  • Participate actively in the KPI analysis, roadmap and continuous improvement of the bot
  • Bot training and gen AI knowledge base reinforcement
  • Enable the AI trainer to handle intent matching, lexicons, training questions and helps with the analytics evaluations
  • Elaborate and maintain in time conversational flows architecture (Miro / X mind)
  • Elaborate and integrate conversational content based on text
  • Manage testing: adjust testing protocol model to the project,adjust the testing material for client tests, and consolidate test feedback
  • Integrate iterations asked by the client and any changes or evolutions validated by the client during the run
  • Contribute to the KPI analysis and make recommendations for improvement in run phase
  • Make the continuous training of the NLU / Reinforcement of the Knowledge AI or prompt engineering when using Gen AI

  Skills and Qualifications

  • Experience in technical Team and Project Management—with a proven track record of delivering multi-national medium/ large-scale BOT/ Conversational AI solutions with a minimum of 3-5 years of experience
  • Strong understanding of conversational UX and specificities of each channel: chat or voice
  • Strong understanding of Natural Language Processing
  • Ability to take advantage of Gen AI capabilities and integrate it in conversational design when required
  • Understanding of LLM functioning and RAG to optimize content for Knowledge AI content preparation for Generative AI = prompt engineering capabilities
  • Deep understanding and analysis of CAI KPIs
  • Perfect written and verbal communication
  • Fluent in written and spoken English (C1 level minimum)

  Preferred Qualifications

  • A master's degree in UX design / conversational design or equivalent work experience
  • Proficiency in Portuguese, Spanish, German, French or any other EU language

  About Foundever ™

  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.

• 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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