Conversation Designer

Job Description

Required Skills

• Conversation Design and UX Writing.
• Prompt Engineering and Generative AI concepts.
• Chatbot, Virtual Assistant, and Voice Bot Design.
• Customer Journey Mapping and Human-Cantered Design.
• Conversational AI and LLM fundamentals.
• Strong communication, stakeholder management, and analytical skills.

Preferred Qualifications

• Experience with Microsoft Copilot Studio, AWS Lex, Amazon Connect, Dialogflow, OpenAI/Azure OpenAI, or AWS Bedrock.
• Experience designing digital banking, customer service, or contact centre conversational experiences.
• Knowledge of BFSI customer journeys, self-service channels, and customer engagement best practices.

Roles & Responsibilities

• Design end-to-end conversational experiences for chatbots, virtual assistants, IVR, and AI copilots.
• Create conversation flows, dialogue trees, user intents, and customer journeys.
• Develop prompts and interaction strategies for Generative AI and LLM-based applications.
• Ensure conversations are natural, context-aware, compliant, and aligned with business objectives.
• Collaborate with business, UX, product, contact center, and engineering teams to define conversational experiences.
• Analyze chatbot and voice bot performance, customer feedback, and usage analytics to continuously improve user experience.