Conversational Experience Designer

Inetum Portugal; Lisboa; Presencial; EUR 42.000 - 56.000; Jornada completa

Descripción de la vacante

Inetum Portugal is seeking a Conversational Experience Designer to craft engaging AI-powered conversations across text and voice channels. You will establish UX standards, define prompts, and shape tone and behavior for scalable AI use cases.

You will work with cross-functional teams to ensure consistent, user-centered experiences and help extend conversational capabilities across products and platforms.

Formación

• Proven experience in Conversational Design, Conversation Design, UX Writing, Service Design, or related fields.
• Experience designing conversational flows for virtual assistants, chatbots, or AI-driven solutions.
• Strong knowledge of Prompt Design and experience creating interactions for Generative AI applications.
• Ability to design effective experiences across both voice and text channels.
• Excellent written communication skills and strong attention to detail when crafting conversational content.
• Experience creating frameworks, standards, guidelines, or best practices for user experience design.

Responsabilidades

• Design conversational experiences for AI agents across text and voice channels.
• Map user intents, conversation flows, happy paths, error scenarios, fallback mechanisms, and cross-channel handoffs.
• Create dialogues and develop prompts for Generative AI agents, defining persona, tone of voice, communication style, and behavioral boundaries.
• Design voice experiences including barge-in, silence management, confirmations, noise handling, accent variations, and turn-taking.
• Design text-based experiences using quick replies, cards, rich media, and determine when to redirect to visual interfaces.
• Develop and maintain Conversational UX Guidelines for consistency and scalability across AI initiatives.
• Collaborate with Product, Design, Engineering, and AI teams to deliver seamless user experiences.

Conocimientos

Conversational Design

Conversation Design

UX Writing

Service Design

User Experience Design

Prompt Design

Voice & Text Channels

Descripción del empleo

Job Description

We are looking for a Conversational Experience Designer to create engaging and effective conversational experiences for AI-powered agents across both text and voice channels. This role will be responsible for designing natural, user-centric interactions while establishing Conversational UX standards and guidelines that enable the organization to scale new AI use cases efficiently.

Responsibilities

• Design conversational experiences for AI agents across text and voice channels.
• Map user intents, conversation flows, happy paths, error scenarios, fallback mechanisms, human escalation processes, and cross-channel handoffs.
• Create dialogues and develop prompts for Generative AI agents, defining persona, tone of voice, communication style, and behavioral boundaries.
• Design voice experiences considering key voice-specific aspects such as barge-in, silence management, implicit and explicit confirmations, noise handling, accent variations, turn-taking, and the absence of visual support.
• Design text-based experiences using quick replies, cards, rich media, and define criteria for when users should be redirected to visual interfaces.
• Develop and maintain Conversational UX Guidelines to ensure consistency and scalability across conversational AI initiatives.
• Collaborate with cross-functional teams including Product, Design, Engineering, and AI teams to deliver seamless user experiences.

Qualifications

• Proven experience in Conversational Design, Conversation Design, UX Writing, Service Design, User Experience Design, or related fields.
• Experience designing conversational flows for virtual assistants, chatbots, or AI-driven solutions.
• Strong knowledge of Prompt Design and experience creating interactions for Generative AI applications.
• Ability to design effective experiences across both voice and text channels, understanding the unique characteristics and constraints of each.
• Excellent written communication skills and strong attention to detail when crafting conversational content.
• Experience creating frameworks, standards, guidelines, or best practices for user experience design.

Nice to Have

• Industry experience in high-volume transactional environments such as telecommunications, banking, insurance, utilities, or retail.
• Understanding of speech technologies, including ASR (Automatic Speech Recognition) and TTS (Text-to-Speech).
• Experience with conversational design platforms such as Voiceflow, Botpress, or similar tools.
• Experience working within organizations that have in-house AI teams and AI product development capabilities.