Conversational Designer (Brazil) 1 1

Sitel Group; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading customer experience provider is seeking a Conversational Designer to create and optimize user interactions with AI-driven chatbots and voicebots. The ideal candidate will have a strong background in Natural Language Processing and conversational UX, along with the ability to write clear and engaging dialogue. This role involves collaboration with technical teams and analyzing conversation data to improve user satisfaction and KPIs.

Qualificações

• Experience in conversational design for chatbots or voicebots.
• Strong understanding of user experience principles.
• Ability to write clear and engaging dialogue.

Responsabilidades

• Collaborate to establish best customer experiences.
• Build conversational scenarios and flows.
• Analyze KPIs for continuous improvement.

Conhecimentos

Natural Language Processing

Conversational UX

Gen AI integration

LLM working knowledge

Communication

Multicultural teamwork

Continuous learning mindset

Ferramentas

Cognigy

Analytics tools

Descrição da oferta de emprego

Job Summary

A Conversational Designer for Chatbots and Voicebots is responsible for creating, designing, and optimizing the user interaction experience with AI-driven conversational interfaces. Their role involves understanding client issues and expected outcomes (efficiency, automation, reduction of AHT) and user needs. The CD will be in charge of designing the conversation flow, scripting dialogues, and ensuring that the bot can understand and respond to user queries effectively and naturally. They work to make the interaction as human-like as possible, often employing principles of psychology, linguistics, and user-centered design. Additionally, they analyze conversation data to identify patterns, improve responses, and enhance overall resolution, user satisfaction and KPIs.

Job Responsibilities

The key responsibilities will include:

• Collaborate with the team (and in particular Tech/Dev and project manager) to establish the best customer experience to reach the outcomes
• Realize the assessment and conversational AI strategy
• Responsible for building conversational scenarios and flows
• Build proto persona, bot persona and tone of voice and make voice proposal fitting with the brand expectation for Voicebots
• Participate actively in the KPI analysis, roadmap and continuous improvement of the bot
• Responsible for bot training and gen AI knowledge base reinforcement
• Elaborate and maintain in time conversational flows architecture (Miro / X mind)
• Elaborate and integrate conversational content based on text
• Manage testing, adjust testing protocol model to the project, realize on‑going testing of the experience built, identify testers and consolidate testing feedback
• Integrate changes or evolutions validated by the client during the run

Skills and Qualifications

Must have:

• Strong understanding of Natural Language Processing
• Strong understanding of conversational UX and specificities of each channel: chat or voice
• Ability to take advantage of Gen AI capabilities and integrate it in conversational design when required
• Understanding of LLM functioning and RAG to optimize content for Knowledge AI content preparation for Generative AI = prompt engineering capabilities
• Perfect written and verbal communication
• Ability to explain and defend design choices
• Ability to work in multicultural environment
• Continuous learning mindset

Must have:

• Experience in conversational design for chatbots, voicebots, or virtual assistants
• Strong understanding of user experience (UX) principles and conversational flows
• Ability to write clear, natural, and engaging dialogue for different user personas
• Knowledge of NLP/NLU concepts and how AI interprets language
• Familiarity with conversational platforms (e.g., Cognigy)
• Ability to create and maintain dialogue trees, intents, and entities
• Collaboration skills to work with developers, AI engineers, and product teams
• Testing and iteration skills – ability to test conversations, analyze metrics, and improve flows
• Fluent in French & English. Other languages are appreciated

Nice to have:

• Experience with voice interfaces and speech technologies (STT/TTS)
• Understanding of multilingual or cross-cultural conversational design
• Basic coding or scripting skills for integration with AI platforms
• Knowledge of analytics tools to track user interactions and performance
• Experience with LLMs or generative AI for enhancing conversational responses
• Familiarity with accessibility and inclusive design principles

About Foundever ™

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.