Sr Conversation Designer, Generative AI - Remote

Overview

The successful candidate has an opportunity to join a high-performing team in a fast-paced and driven organization.

In Short

• Design effective, innovative, and delightful conversational experiences using user-centric design methodologies and LLM prompting technologies
• Work with major enterprise brands to understand their business goals, their customer personas and intents to define an automation roadmap
• Review and provide feedback on other designer’s work. Prioritize design work to meet project goals and deadlines
• Lead design workshops and conduct user research where appropriate, to tie insights to business results
• Research and analyze intents and the associated customer journeys. Evaluate when NLU vs Gen AI is appropriate to solve the job to be done
• Create bot design documents, including bot personas, example dialogs, conversation flow diagrams, error handling patterns, knowledgebase structure, and prompts
• Create and iterate on prompts and prompt architecture to produce prototypes for client review
• When not using Gen AI, define the intent domain for natural language understanding and how it maps in to conversation designs
• Review customer transcripts to identify gaps in the conversation design; modify design patterns to bridge those gaps
• Write copy suitable for automated conversations in the messaging medium

Requirements

• Advanced experience in bot strategy, conversation design and optimization. Can produce a portfolio of example work
• 3-5+ total years of related experience
• 2+ years in Conversation Design, or 3+ years in a UX service design or UX writing related role
• Prior hands-on experience with Generative AI required
• Exceptional written and verbal communication skills, having presented design thought leadership to diverse audiences, from client executives to technical team members
• Knowledge of Prompt design best practices and working with LLMs
• Knowledge of Natural Language Understanding technologies and platforms such as Dialogflow, Watson, LUIS, etc. and how it impacts conversation designs
• Knowledge of conversational channels such as web messaging, voice, SMS, Whatsapp, etc. and what the advantages and disadvantages are of each
• We consider diverse backgrounds - you may be a UX designer with a knack for language, or a Communications/Linguistics major with a knack for design thinking, or a prompt engineer or data scientist with experience in design/ux
• Contact center and/or customer service experience a plus

Benefits

• Health: medical and mental.
• Time away: vacation, holidays, and care days.
• Financial: Superannuation, ESPP and group life insurance.
• Family: parental leave.
• Development: Generous tuition reimbursement and access to internal professional development resources.
• Additional: Exclusive perks and discounts.