Conversation Designer

Location: Johnston, RI (Onsite)

Must Have Technical/Functional Skills: Conversation Design and UX Writing. Prompt Engineering and Generative AI concepts. Chatbot, Virtual Assistant, and Voice Bot Design. Customer Journey Mapping and Human-Centered 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 center 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.