Description :

Position Overview :

We are seeking a highly skilled Conversation Designer with 4+ years of dedicated, hands-on industry experience in designing, optimizing, and implementing conversational AI solutions.

The ideal candidate will have a proven track record of crafting intuitive, human-centric conversational flows across channels (voice, chat, IVR, web, and mobile).

Experience with Kore.ai or similar enterprise conversational AI platforms is a major advantage.

The candidate must bring deep expertise in user experience (UX) design for conversational interfaces, natural language processing (NLP) best practices, and business process integration to deliver seamless customer and employee experiences.

Key Responsibilities :

- Conversation Design

- Design, document, and implement end-to-end conversational flows (voice, chat, IVR) aligned with user needs and business objectives.

- Apply UX principles to create natural, engaging, and error-tolerant dialogues.

- Write high-quality conversational scripts, prompts, error messages, and fallback strategies.

- Platform Expertise

- Build, configure, and optimize bots on platforms such as Kore.ai (preferred), Dialogflow, Amazon Lex, or similar.

- Leverage NLU/NLP features including intent recognition, entity extraction, context management, disambiguation, and fallback handling.

- Process & Integration

- Collaborate with product managers, developers, and stakeholders to integrate conversational experiences with backend APIs, CRMs, knowledge bases, and enterprise systems.

- Ensure conversational flows handle business rules, edge cases, and compliance requirements.

- User Experience & Testing

- Conduct usability testing, A/B testing, and conversation flow reviews to continuously improve the experience.

- Analyze transcripts, user journeys, and analytics to refine designs and boost KPIs (CSAT, containment, FCR).

- Documentation & Standards

- Prepare design documents, conversation maps, and flow diagrams using tools like Visio, Lucidchart, or Mermaid.

- Define conversation design standards, tone, and voice guidelines to ensure consistency.

Required Skills & Qualifications :

- 4+ years of dedicated hands-on experience as a Conversation Designer, Conversational AI Specialist, or related role.

- Strong experience with at least one enterprise conversational AI platform. Hands-on expertise in Kore.ai is highly desirable.

- Proven ability to design and deploy enterprise-grade chatbots/voicebots with measurable business outcomes.

- Excellent command of dialogue writing, error handling, and contextual conversation design.

- Strong understanding of NLP/NLU concepts, taxonomy, intent/entity design, and contextual AI.

- Familiarity with API integrations, JSON, and backend workflow design for conversation enablement.

- Proficiency in conversation mapping tools and documentation standards.

- Strong communication skills with ability to collaborate with cross-functional teams (developers, QA, business stakeholders).

Preferred Qualifications :

- Prior hands-on experience in Kore.ai platform (bots, dialog tasks, API nodes, entity nodes, script nodes, IVR flows, SmartAssist, etc.

- Experience designing multimodal experiences (voice + chat).

- Familiarity with analytics tools for conversational performance optimization.

- Experience in regulated industries (finance, healthcare, insurance, government) is a plus.

Key Attributes :

- User-first mindset with strong empathy for end-users.

- Analytical approach with ability to translate data insights into design improvements.

- Creative problem solver who can simplify complex processes into intuitive conversational journeys.

- Detail-oriented and able to handle multiple projects simultaneously.

Education :

- Bachelors or Masters degree in Computer Science, or related field (or equivalent hands-on experience)