Conversation Designer II

Responsibilities

• Shape engaging experiences for AI-driven Chatbots and IVR systems.
• Design intuitive dialog flows, validate functionality, and optimize language to ensure seamless interactions utilizing best practices in user-centered design.
• Lead projects with Product Owners, collaborate with designers, researchers, developers, and business stakeholders to craft voice and messaging strategies.
• Owning and continuously improving the overall chatbot/IVR design and user experience, using a variety of metrics and data-driven insights.
• Participate across all product phases: discovery, delivery, and iteration.
• Lead collaborative design reviews with the product team to ensure user-centric solutions.
• Delivers in a fast-paced, collaborative agile environment.
• P Practices holistic experience design.
• Gathers a deep understanding of product business requirements, customer behavior, and technical limitations.
• Present and advocate for user-centered design and effectively articulate design decisions.

Qualifications

• Understanding and experience with design technologies and platforms such as Voiceflow, IBM Watson, Genesys, etc.
• Experience in AI, chatbot/IVR strategy, conversation design, and optimization.
• Familiarity with Natural Language Processing and Prompt Engineering.
• Knowledge of Agile principles and ability to work effectively with cross-functional teams.
• Exceptional UX writing for messaging and voice, with ability to adapt tone and style for conversational interfaces versus traditional marketing.
• Adaptability to accommodate constantly changing priorities.
• Self-motivated, positive attitude, quick to learn, and a growth-oriented mindset.
• Strong interpersonal skills for effective collaboration and communicating technical requirements and solutions to a variety of audiences.
• Contact center and/or customer service experience a plus.
• Bilingual a plus (English + Spanish).
• Experience 3-5 years of experience designing and writing natural dialog flows for AI, machine learning, or chatbot tools required.
• High School Diploma or equivalent required.
• Bachelor’s Degree in related field or equivalent work experience required.
• Certification in conversation design or UX design preferred.

What We Offer

• Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.
• Our Culture: An environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging.
• Culture: Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging.
• Compensation: Competitive pay and bonus eligibility.
• Work Life Balance: Hybrid work environment, 2-days a week in Arlington, TX or Las Colinas, TX office.