Experience : 8 to 15years

Job Location & Work Mode : Pune, Hybrid

About this Role :

This role sits within a multidisciplinary team of conversation analysts and developers and is responsible for designing seamless, channel-agnostic conversational experiences across digital modalities. The individual will translate user needs into intuitive conversational journeys using advanced conversational AI technologies. This position contributes directly to shaping a scalable, responsible conversational design practice that enhances digital service and support experiences.

Who are you :

The ideal candidate is a collaborative, design-centric professional with strong conversational writing skills and a deep understanding of user-centred design principles. They demonstrate the ability to create inclusive, accessible conversational experiences rooted in ethical AI practices. The individual has hands-on experience with chatbot frameworks, multimodal design, and conversational analytics, along with a strong capability to partner effectively with cross-functional teams.

What you will do :

- Develop high-level and detailed conversational scripts, task flows, and mock-ups for conversational and voice interaction experiences.

- Work with IT development, testing teams, conversation analysts, and external partners to implement intents, training phrases, entities, contexts, and business rules.

- Design and support user testing scenarios for new and existing conversational experiences; pilot improvements and deploy solutions at scale.

- Align operational and technological stakeholders to ensure timely delivery of conversational solutions.

- Incorporate input from users, stakeholders, and leadership to script inclusive, intuitive conversational

workflows for virtual agents.

- Apply principles of Natural Language Processing/Understanding, sentiment analysis, intent classification, dialogue management, text-to-speech, and speech-to-text throughout the design process.

What skills you need :

- Demonstrated experience applying ethical and responsible AI principles.

- Proficiency in conversation analytics and data-driven performance optimisation.

- Experience designing omnichannel and multilingual conversational experiences.

- Strong collaboration skills while working with cross-functional teams and external partners.

- Knowledge of emerging conversational AI technologies and ability to pilot innovative solutions.

- Awareness of compliance and regulatory requirements impacting conversational AI.

- Design thinking certification or hands-on experience with user-centric innovation.

- Minimum 4 years experience scripting, testing, and editing conversational UX using frameworks such as IBM Watson, LUIS, Microsoft Bot Composer, Dialogflow, or Amazon Lex.

- Minimum 4 years as a UX writer or content developer within a product-focused UX environment.

- At least 3 years experience in storyboarding UX flows using user mapping methodologies.

- Proficiency in platforms such as Voiceflow, Botsociety, MS Visio, BotMock, UxPin, X-Mind, MockFlow, Mural, or similar.

- Experience using chatbot analytics tools including Dashbot, Chatbase, Botanalytics, or Recast.AI.

- Experience in voice interaction flow design and prototyping.

- Practical knowledge of web services, NLP, Node.js, and JSON.

- Strong written and verbal communication and presentation skills.

- Experience working in Agile environments.

- Bachelor's degree or higher from an accredited institution; preferred specialisations include Human-Computer Interaction, Linguistics, English, Information Sciences, Human Factors, Social Sciences, or Public Health.

- PhD and research experience are highly valued.

- Minimum 2 years of applied experience in AI/ML/NLP.

What skills you will learn :

- Advanced multimodal design for next-generation conversational AI solutions.

- Deeper application of ethical and responsible AI practices within enterprise environments.

- End-to-end optimisation of large-scale chatbot ecosystems using data insights.

- Experimentation and innovation using emerging conversational AI technologies.

- Enhanced design thinking capabilities and user-research proficiency.