Agentic UX / Conversation Designer

N-iX; Portugal; Hybrid; EUR 90,000 - 150,000; Full time

Job summary

N-iX is assisting Azerbaijan's leading telecom operator to accelerate Data & AI initiatives through a secure hybrid cloud on AWS, deploying an AWS Landing Zone Accelerator and hybrid data/AI platforms under AWS MAP 2.0.

The role leads end-to-end conversational UX for the client’s flagship Customer Care Voicebot and Agentic Chatbot across Avaya, Genesys, and mobile app, defines voice personas, turn-taking, fallbacks, and escalation rules, and engineers prompts for LLMs on Bedrock/SageMaker for

Job description

About the client

• Azerbaijani telecommunications company and the largest mobile network operator in Azerbaijan.
• Main products include: Fixed telephony, Mobile telephony, Internet services, Wireless broadband, and Value-added services.

About the role

• The primary goal is to accelerate the client’s Data & AI initiatives via a secure, hybrid cloud foundation on AWS while systematically modernizing the IT estate as part of the AWS MAP 2.0 program.
• Key Project Objectives include:
  • Cloud Foundation & Landing Zone: Deploy target hybrid network architectures, establishing a secure AWS Landing Zone Accelerator (LZA) and hybrid Data/AI platforms on AWS.
  • Security, Compliance & Sovereignty: Operationalize on‑premises data de-identification and Format Preserving Encryption (FPE) tokenization (achieving zero raw PII in the cloud), fully adhering to Azerbaijani Personal Data Law No. 998‑IIIQ and Critical Information Infrastructure Rules (Resolution No. 229).
  • AI Chatbot & Real‑Time Voicebot Implementation: Develop and operationalize a flagship Customer Care Voicebot (STT LLM TTS pipeline) and Agentic Chatbot targeting < 2.0s conversational voice latency and ~200 rps throughput as the first hybrid‑setup consumer.

What You'll Be Doing

• Lead end-to-end conversational UX and dialogue design for the client’s flagship Customer Care Voicebot and Agentic Chatbot across speech (Avaya) and digital channels (Genesys, Mobile App).
• Define, document, and refine conversational voice personas, turn‑taking behavior, barge‑in rules, fallback strategies, and human‑agent escalation logic across all customer care journeys.
• Craft, test, and optimize prompt engineering strategies for conversational LLMs/SLMs (Amazon Bedrock, SageMaker) specifically tuned for spoken interactions and multi‑turn dialogue in Azerbaijani.
• Map multi‑agent supervisor/specialist hand‑off workflows, intent routing logic, tool invocation contracts (MCP gateways / APIs), and RAG knowledge base retrieval paths in close collaboration with AI Engineers and Architects.
• Partner with Business Analysts, Contact Center SMEs, and CVM teams to integrate offer decisioning contracts, CVM uplift model scores, and Next‑Best‑Offer (NBO) campaign outputs directly into bot dialogue decision layers.
• Establish dialogue NFR baselines, user experience acceptance criteria, and quality metrics to help guarantee round‑trip conversational voice latency < 2.0 seconds.
• Perform prompt engineering, regression testing, and evaluation harness benchmarking for prompt/agent version updates using Amazon Bedrock AgentCore and prompt management tools.
• Collaborate with data labeling and customer care teams to review call/chat transcriptions, analyze intent drop‑offs, dialect edge cases, and dissatisfaction signals to continuously iterate dialogue flows.
• Design guardrails, content safety mechanisms, and privacy‑compliant interaction flows (ensuring zero raw PII exposure and full adherence to Azerbaijani Personal Data laws).
• Support User Acceptance Testing (UAT), regression testing, and production hyper‑care for customer care conversational AI flows