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Conversational Designer - Fluent in German & English
Egypt
Job Description:
About Foundever ™
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 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.
Job Summary
A Conversational Designer for Chatbots and Voicebots is responsible for creating, designing, and optimizing the user interaction experience with AI-driven conversational interfaces. Their role involves understanding client issues and expected outcomes (efficiency, automation, reduction of AHT) and user needs. He/She is in charge of designing the conversation flow, scripting dialogues, and ensuring that the bot can understand and respond to user queries effectively and naturally. They work to make the interaction as human-like as possible, often employing principles of psychology, linguistics, and user-centered design. Additionally, they analyze conversation data to identify patterns, improve responses, and enhance overall resolution, user satisfaction and KPIs.
Duties and Responsibilities
Collaborate with the team (and in particular Tech/Dev and project manager) to establish the best customer experience to reach the outcomes
Realize the assessment and conversational AI strategy
Balance choices of technology (CAI/GEN AI, translation) to achieve CX outcomes in collaboration with project manager for alignment with budget validated by the client.
Responsible for building conversational scenarios and flows
Build proto persona, bot persona and tone of voice and make voice proposal fitting with the brand expectation for Voicebots
Copywriting of the bot prompts
Integration of flows on Cognigy in partnership with developer
Elaborate bot testing phases, UX improvement, and bot training
Participate actively in the KPI analysis, roadmap and continuous improvement of the bot
The conversational designer is also in charge of the bot training and gen AI knowledge base reinforcement
Enable the AI trainer to handle intent matching, lexicons, training questions and helps with the analytics evaluations. They should be in direct communication with the conversation designers or developers as they need to understand how the architecture of the agent works to improve the NLU. And they should also be able to detect when users are dropping off and evaluate options if anything needs to be adjusted within the conversation design
Elaborate and maintain in time conversational flows architecture (Miro / X mind)
Elaborate and integrate conversational content based on text
.
Brief the Creative Lead in case of visual content needs for Chatbots and ensure creative production is fully aligned with the brief
Interact with tech/dev when integration and/or code is required to deliver the experience targeted
Manage testing: adjust testing protocol model to the project, realize on-going testing of the experience built, identify testers, brief and coordinates testing with the project manager. Consolidate testing feed-back and integrate iterations with tech/dev.
Adjust the testing material for client tests
Consolidate test feedback under the supervision of Project Manager
Integrate iterations asked by the client
Contribute to the KPI analysis and make recommendations for improvement in run phase
Integrate changes or evolutions validated by the client during the run
Make the continuous training of the NLU / Reinforcement of the Knowledge AI or prompt engineering when using Gen AI.
Qualifications
Must have:
Experience in technical Team and Project Management—with a proven track record of delivering multi-national medium/ large-scale BOT/ Conversational AI solutions with a minimum of 3-5 years of experience.
Strong understanding of conversational UX and specificities of each channel: chat or voice.
Strong understanding of Natural Language Processing
Ability to take advantage of Gen AI capabilities and integrate it in conversational design when required
Understanding of LLM functioning and RAG to optimize content for Knowledge AI content preparation for Generative AI = prompt engineering capabilities
Deep understanding and analysis of CAI KPIs
Perfect written and verbal communication
Fluent in written and spoken English and German (C1 level minimum).
Nice to have:
A master's degree in UX design / conversational design or equivalent work experience
Proficiency in Portuguese, Spanish, German, French or any other EU language.
Watch this video to get a sneak peak of the job in action
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