Conversational AI Designer

Koda Staff; Brussel; Sur place; EUR 60 000 - 80 000; Plein temps

Résumé du poste

Koda Staff is seeking a Conversational AI Designer & Content Specialist to design, build and improve chatbot and voice bot experiences that support customer interactions. You will combine conversation design with technical and analytical skills, including configuring NLU models and testing prompts for GenAI-driven flows.

You will extend conversational experiences from chat into voice and ensure the same quality and brand across channels, working with Dutch, French and English content.

Qualifications

• Proven experience designing conversations for chat and voice.
• Strong understanding of NLU: intents, entities, training data.
• Multilingual content authoring and adaptation for Dutch, French, English.

Responsabilités

• Design, configure and optimise chatbot and voice bot conversations end-to-end.
• Extend chat journeys into voice with consistent tone and persona.
• Manage content for reusability across languages and channels.
• Analyse performance data and logs to identify root causes and improvements.
• Test usability and model quality before and after development.
• Collaborate with Data/AI and Digital teams to translate business needs into design specs.
• Define guardrails and quality criteria for accurate, accessible responses.
• Maintain content library and design pattern guides for consistency.

Connaissances

Conversation design

NLU fundamentals

GenAI-driven flows

Multilingual writing

Voice bot design

Outils

Figma

Rasa Studio

LLM tooling

Description du poste

CONVERSATIONAL AI DESIGNER & CONTENT SPECIALIST

About the role

We are looking for a Conversational AI Designer & Content Specialist to design, build and continuously improve chatbot and voice bot experiences that support customer interactions.

You will combine conversation design with technical and analytical skills, including configuring NLU models, writing and testing prompts for GenAI-driven flows, and using performance data to identify and implement improvements.

You will also help extend conversational experiences from chat into voice, ensuring the same quality, consistency and brand fit across channels.

What you will do

You will design, configure and optimise chatbot and voice bot conversations end to end by:

• Designing and configuring conversation flows, intents, entities and fallback strategies, covering both happy paths and edge cases in collaboration with peers and stakeholders.
• Extending existing chat journeys into voice, adapting dialogue structure, pacing and turn-taking for spoken interaction, and defining a consistent voice persona and tone of voice.
• Managing and structuring chatbot and voice bot content so it is searchable, reusable and adaptable across Dutch, French and English.
• Analysing chatbot and voice bot performance data, conversation logs and breakdowns to identify root causes and prioritise improvements.
• Conducting usability and model-quality testing, including evaluating GenAI responses before and after development.
• Collaborating with Data/AI and Digital teams to translate business requirements into technical conversation design, balancing feasibility with user experience.
• Defining guardrails, content guidelines and quality criteria that keep chatbot and voice bot responses accurate, accessible and compliant.
• Maintaining and expanding a content library and design pattern guide to ensure consistency across chat and voice projects.

Together with fellow conversation designers, you will develop and maintain best practices, design patterns and testing routines that ensure quality and consistency across conversational experiences.

What you bring

• Proven experience in conversation design for chat and, preferably, voice, with a strong portfolio demonstrating technical and GenAI-driven conversational work.
• Understanding of NLU fundamentals, including intents, entities and training data, as well as human-AI interaction principles for text and voice.
• Knowledge of voice interaction design, including turn-taking, latency, barge-in, silence and the differences between spoken dialogue and written chat.
• Strong multilingual writing and content adaptation skills, with excellent Dutch and English and strong French (B2/C1 or above), or excellent French and English and strong Dutch (B2/C1 or above).
• Ability to structure and manage content for scalability and reusability.
• Experience testing and evaluating chatbot and voice bot conversations using analytics, conversation logs and structured feedback.
• Comfortable working with design and prototyping tools such as Figma, Rasa Studio and similar platforms, as well as LLM tooling.

Professional attributes

• You see the bigger picture and make conversation design decisions that balance user needs, technical feasibility and business goals.
• You are a collaborative team player who is comfortable working closely with Data/AI and Digital teams and business stakeholders.
• You are persuasive yet open-minded, able to explain and defend technical design choices while incorporating feedback from data, users and colleagues.
• You are analytical and curious, energised by investigating performance data and AI behaviour to identify opportunities for improvement.
• You are creative, proactive and solution-oriented, seeing technical and channel constraints as opportunities for innovation.
• You work independently and have a strong attention to detail, ensuring quality and accuracy under tight deadlines.
• You have a growth mindset, both in developing your own expertise in GenAI and voice and in supporting more junior colleagues and stakeholders.
• You have experience managing change within corporate environments and can act as a pragmatic advocate for change.