UI/UX Designer - Senior

ITS Group Benelux; Brussel; Sur place; EUR 54 000 - 80 000; Plein temps

Avantages offerts par ce poste

Hospitalization insurance (partner/儿童含

Group insurance

Dental insurance (partner/children)

Résumé du poste

ITS Group Benelux is seeking a Conversational AI Designer & Content Specialist to design, build and continuously improve chatbot and voice bot experiences across customer interactions. You will combine conversation design with technical and analytical skills to configure NLU models, write prompts for GenAI-driven flows, and turn performance data into concrete improvements.

You will also lead the extension of conversational experiences from chat into voice with a consistent voice and tone across

Qualifications

• 3+ years of relevant experience in conversational AI design or related field.
• Experience designing and optimizing chat and voice experiences across channels.
• Ability to configure NLU models and write test prompts for GenAI-driven flows.

Responsabilités

• Design and configure conversation flows, intents, entities, and fallbacks for chat and voice.
• Extend chat journeys into voice with consistent voice persona and tone.
• Manage and structure chatbot/voice content across Dutch, French, and English.
• Analyze performance data and logs to identify root causes and improvements.
• Conduct usability and model-quality testing of GenAI responses.

Connaissances

Conversational design

NLU configuration

GenAI prompts

Content optimization

Cross-functional collaboration

Data analysis

Voice bot design

Description du poste

For more than 25 years, ITS Group has been a French ESN specializing in digital transformation, employing around 1,400 employees across 8 agencies in France and 1 in Belgium.

Our expertise: IT infrastructure & operations, cloud & managed services, mobility, workstations & networks, strategy, consulting & AMO, cybersecurity, development of business applications.

ITS Group places its CSR commitment at the heart of its concerns by developing sustainable and responsible digital technology and by promoting the professional and personal development of its employees.

Find out more: www.itsgroup.com

About the Job :

Great assignments await you with our key account clients in rich and varied environments

As a Conversational AI Designer & Content Specialist, you design, build, and continuously improve the chatbot and voice bot experiences that power our customer interactions.

You combine conversation design with the technical and analytical skills needed to configure NLU models, write and test prompts for GenAI-driven flows, and turn performance data into concrete improvements.

You also lead the extension of our conversational experiences from chat into voice, ensuring the same quality, consistency, and brand fit across channels

You design, configure, and optimize chatbot and voice bot conversations end to end. You do so 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.
• Analyzing chatbot and voice bot performance data, conversation logs, and breakdowns to identify root causes and prioritize improvements.
• Conducting usability and model-quality testing, including evaluation of GenAI responses, before and after development.
• Collaborating with data/AI and digital channels squads 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 replies accurate, accessible, and compliant.
• Maintaining and expanding a content library and design pattern guide that ensures consistency across chat and voice projects.

Together with your fellow conversation designers, you develop and maintain best practices, design patterns, and test routines that ensure quality and consistency across chat and voice projects.

You have the following skills

Education

NR Certification

NR Travel

Not applicableTelework

Required experience / knowledge At least 3 years of relevant experience

• 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, comfortable working closely with data/AI and digital channels squads as well as business stakeholders.
• You are persuasive yet open-minded: you can explain and defend technical design choices, while integrating feedback from data, users, and colleagues.
• You are analytical and curious, energized by digging into performance data and AI behavior to find the next improvement.
• You are creative, proactive, and solution-oriented, seeing technical and channel constraints as opportunities for innovation.
• You work independently, with high attention to detail, ensuring quality and accuracy under tight deadlines.
• You have a growth mindset, both in your own evolution into GenAI and voice, and in supporting more junior profiles and stakeholders moving forward.
• You have experience of managing change in corporate teams and act as a pragmatic change advocate.

About You :

• You have at least 5 years of professional experiences in IT
• If you are at least fluent in FR/ENG or NL/ENG it’s best
• You’re eager to learn, motivated and curious

About the Process :

• 1st pre-screening on the phone to discuss about your search and conditions and our first potential opportunities matching.
• Job descriptions sent and Teams meeting fixed with us (HR and Sales) to dig into your experience and the role.
• Package proposal so we all agree beforehand.
• Your CV is sent to the different clients you’ve agreed to, to find the best mission for you!

Advantages :

• Hospitalization insurance (partner/children incl.)
• Group insurance
• Dental insurance (partner/children included)
• 20 days statutory paid vacations (legal vacations cumulated for 1 year of work)
• 11 days recovery time work 38/40 per year (= annual average: 1 day per 20 days worked) if the client asks you to work 8h/day
• Representation fee net per month.
• Internet fee of € 40 per month.
• Daily fee of 5.50€ net /day provided.
• Subscription GSM unlimited calls for Belgium (ITS subscription)
• Training plan (e-learning - certification at ITS charge)
• Being a rather small team in BE (6 in back-office), we’re very close to each of our consultants and we differentiate ourselves trying to really take care of you and make you grow with us and within our different clients.
• Regular follow-up (every 3 to 6months depending on your needs/will)
• Regular teambuilding to meet-up and have fun (every 3 months more or less)
• Flexibility and trust
• Benefits of still being part to a bigger group (ITS Group) and having access to resources and of a larger team of Experts
• Co-optation system because sharing is caring!