Conversational Experience Designer

Inetum; Lisboa; On-site; EUR 40,000 - 70,000; Full time

Job summary

Inetum seeks a Conversational Experience Designer to craft engaging AI-powered conversational experiences across text and voice. You will define persona, tone, and boundaries, and establish UX guidelines to scale new AI use cases.

The role requires strong experience in designing conversational flows, prompt design for Generative AI, and collaboration with product and engineering teams to ensure consistent, scalable user experiences.

Qualifications

• Proven experience in Conversational Design and related fields.
• Experience designing flows for virtual assistants, chatbots, or AI solutions.
• Strong knowledge of Prompt Design and Generative AI interactions.
• Ability to design for both voice and text channels with clear content.
• Excellent written communication and attention to detail.

Responsibilities

• Design conversational experiences for AI agents across text and voice channels.
• Map intents, flows, happy paths, errors, fallbacks, escalations, and handoffs.
• Create dialogues and prompts, define persona, tone, and style.
• Design voice experiences with barge-in, silence, confirmations, and noise handling.
• Design text-based experiences using quick replies, cards, and rich media.
• Develop and maintain Conversational UX Guidelines for consistency.
• Collaborate with Product, Design, Engineering, and AI teams.

Skills

Conversational Design

UX Writing

Service Design

User Experience Design

Conversation Design

Job description

Company Description

Inetum is a global digital services company focused on enabling businesses and organizations to accelerate their digital transformation. Operating in 19 countries with more than 28,000 professionals worldwide, Inetum combines innovation, expertise, and a people-centric approach to deliver impactful technology solutions. Join us and be part of a dynamic, collaborative, and forward-thinking organization.

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.