Conversational Designer

About the role

This is a strategic role that translates business goals and user needs into clear, natural, and effective dialogues that deliver meaningful interactions and measurable results. The Conversational Designer defines conversational strategies, handles assessment, creates conversation flows and scripts, and collaborates with CAI engineers to ensure high-quality implementations. This role requires expertise in LLM, Agentic AI, Knowledge AI, and NLU, with the ability to implement bots across these scenarios, including hybrid bots. The Conversational Designer understands the requirements and challenges of the voice channel and ensures successful voicebot implementation. The role also focuses on continuous improvement by analyzing performance data and user feedback to enhance accuracy, user satisfaction, and key metrics, ensuring a seamless and scalable conversational experience across channels, use cases, and knowledge bases. This involves exploring new features, optimizing models and providers, and refining solutions to maximize impact. This is a remote role; the candidate must be located and eligible to work in India.

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
• Maps use cases and defines priorities based on impact, effort, and feasibility, aligned with client expectations and contracts
• 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 alignment with brand expectations
• Implements the bot on the CAI platform, including flows and knowledge bases
• 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

• Fluent in written and spoken English (C1 level minimum)
• Experience in conversational design for chatbots and voicebots
• Strong knowledge of Conversational AI, LLM, Agentic AI, and NLU
• Strong understanding of conversational UX and the specificities of each channel: chat or voice
• Ability to leverage LLM capabilities and integrate them into conversational design when required, working with hybrid bots
• Understanding of LLM functioning and RAG (Retrieval-Augmented Generation)
• Perfect written and verbal communication skills
• Ability to explain and defend design choices and user experience strategies
• Ability to work in a multicultural environment
• Familiarity with conversational AI platforms (e.g., Cognigy)
• Experience with voice interfaces and speech technologies (STT/TTS)
• Understanding of multilingual conversational design
• Knowledge of analytics tools to track user interactions and performance

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.