Conversation Designer (AI)

Capgemini; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading company is seeking a Conversational Designer to analyze customer interaction patterns and create AI-driven conversational flows. The role involves designing chatbots with personality and ensuring seamless user journeys across various channels. Ideal candidates will have extensive experience in user persona development and conversation design.

Benefits

Flexible work

Healthcare including dental and vision

Financial well-being programs

Paid time off and holidays

Paid parental leave

Family building benefits

Social well-being benefits

Mentoring and coaching programs

Qualifications

• 5+ years of experience in building User Personas and User journeys.
• 2+ years' experience in conversation design or similar role preferred.

Responsibilities

• Design conversation scripts and user journeys for chatbots.
• Liaison between delivery team to ensure intuitive conversations.
• Develop mockups and flows for customer interactions.

Skills

Creative Thinking

Linguistic Analysis

Storytelling

Job description

Location: Greater Toronto, ON area

Job Description:

As a Conversational Designer, you will be analyzing the customer interaction patterns and designing a AI driven conversational flow to interact with customers on the phone and chat channels.

Key Responsibilities:

Design Conversation Scripts, Bot Responses and user journey to create consumer facing Chatbots with personality, character and human user interactions.
Responsible for Designing and testing of chat conversations, flows, and user journeys based on different bot personas.
Creative thinking of user's conversational journey with a bot.
Thinking of different ways in which a user can speak with a Human or Bot agent.
Liaison between Delivery team in order to ensure delivery of intelligent and intuitive conversations for ease of customer understanding.
Develops mockups, flows, redlining and other creative prototyping related items.
Operates with a 'customer first' mindset and designs client centric experiences end-to-end to solve inquiries via multiple channels & touchpoints.

Qualifications:

5+ years of experience in building User Personas and User journeys; exceptional creative thinking and writing skills
2+ years' experience in linguistic analysis, Conversation design, copy editing, or similar role preferred, in Content development roles.
Familiarity with chatbots, voice enabled devices, or other conversational channels.
Storyteller and editorial mindset with an ability to predict audience preferences.

Life at Capgemini:

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

Disclaimer:

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.