Conversational AI Designer
About The Position
The Conversational AI Designer helps design and build omnichannel conversational experiences for digital customers, including interactions with intelligent virtual assistants and chatbots. The role contributes to conversational design under senior designers’ guidance and partners with product, technology, research, and business teams to deliver clear, useful, customer-centered experiences. The designer applies UX practices and conversational design principles to customer problems, simplifies complex topics into clear interactions, and supports the development and improvement of data-driven, AI-enabled digital assistants across products and services. The primary locations are Hudson Yards, NYC; Bethlehem, PA; or Holmdel, NJ, with a hybrid remote arrangement. Travel of 10% is required to alternate office locations. The position reports to the Lead Conversational AI & UX Designer, who reports to the Head of Enterprise Experience Design. The stated base salary range is $83,210.00–$124,812.50. The position may also be eligible for annual, sales, or other incentive compensation.
Requirements
- Three or more years of experience as a Conversational Designer or Experience Designer of AI tools or platforms.
- One or more years of professional experience working with chatbots, agents, virtual assistants, voice assistants, or similar digital self-service experiences.
- Knowledge of conversational AI technologies and dataset elements, including LLMs, NLU, NLP, ML, utterances, prompts, intents, entities, and annotations.
- Experience with generative AI technologies, large language models, prompt design, and emerging AI capabilities.
- Comfort working with complex data sets and APIs.
- Experience with conversational AI and digital assistant platforms such as Sierra, Google Dialogflow, IBM Watson, Rasa, Kore.ai, Salesforce Agentforce, Microsoft Copilot Studio, or similar tools.
- Ability to use design and documentation tools including Voiceflow, Adobe Suite, Figma, diagramming apps, Microsoft 365 suite, and Jira.
- Knowledge of omnichannel design practices and customer touchpoints including websites, mobile apps, IVR/telephony, SMS, Apple iOS, Google Android, and voice assistant devices.
- Experience working in Agile teams and collaborating in iterative product development environments.
- Familiarity with Design Thinking methodology.
- Background in user experience design, customer service, content management, brand and marketing, product design, UX writing, or NLP data science.
- Ability to communicate ideas clearly, ask thoughtful questions, take feedback, and manage assigned design work with appropriate guidance.
Nice To Haves
- Experience with IVR, speech recognition, or other multimodal conversational channels is a plus.
Responsibilities
- Create conversational dialog designs, prompts, scripts, and interaction flows for human-machine conversations with guidance from senior design partners.
- Work with product teams and business partners to support planning, design, optimization, and delivery of virtual assistants in an agile development environment.
- Partner with developers and technology teams, applying a working understanding of conversational AI platforms, design requirements, and implementation constraints.
- Apply user-centered design methods to iterate through concepts that can be tested and validated with users.
- Use data, analytics, and user feedback to inform design recommendations and improve conversational experiences.
- Apply human-centered design approaches to frame problems, identify patterns, explore opportunities, and visualize possible solutions.
- Collaborate with product teams to assess opportunities, constraints, and features while advocating for end users and balancing business and technology needs.
- Partner with researchers, product owners, and senior designers in user research, testing, and metrics analysis to inform decisions and design improvements.
- Continue building knowledge of conversational AI, UX practices, information architecture, research methods, and platform capabilities, and apply that learning to assigned design work.
- Support measurement of design solutions by helping capture and interpret qualitative and quantitative data that informs experience improvements.
Benefits
- The company describes skill-building, leadership development, and philanthropic opportunities, and says colleagues have support and flexibility to pursue professional and personal goals.
- The company offers contemporary, supportive, flexible, and inclusive benefits and resources to eligible full-time employees; specific benefits are not detailed in the posting.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
