Senior Conversation Designer

April 17

Apply Now

Get a free AI resume review

LivePerson

WebsiteLinkedInAll Job Openings

Conversational AI that’s anything but artificial. Fast Company named us the #1 Most Innovative AI Company in the World.

Messaging • Automation • Bots & AI • Artificial Intelligence • Conversational AI

1001 - 5000

💰 $2.3M Post-IPO Equity on 2012-06

Description

• Design effective, innovative, and delightful conversational experiences using user-centric design methodologies • Work with major enterprise brands to understand their business goals, their customer personas and intents to define an automation roadmap • Review and provide feedback on other designer’s work. Prioritize design work to meet project goals and deadlines • Lead design workshops and conduct user research where appropriate, to tie insights to business results • Research and analyze intents and the associated customer journeys. Evaluate when bots are appropriate and in what form • Create bot design documents, including bot personas, example dialogs, conversation flow diagrams, error handling patterns • Define the intent portfolio for natural language understanding and how it maps in the conversation designs • Review customer transcripts to identify gaps in the conversation design; modify design patterns to bridge those gaps • Write copy suitable for automated conversations in the messaging medium • Interpret bot performance metrics to hypothesize where design changes can be made and tested to drive specific goals • Create and evangelize conversation design best practice standards, reusable design patterns and processes • Contribute to the team’s conversational design system • Collaborate with project managers, optimization managers, bot developers, and bot tuners to execute on bot implementation • Demonstrate effective verbal and written communication to internal executives, C-level clients, partners, and team members

Requirements

• Advanced experience in bot strategy, conversation design and optimization. Can produce a portfolio of example work • 5+ total years of related experience • 2+ years in Conversation Design, or 3+ years in a UX-related role • Exceptional written and verbal communication skills, having presented design thought leadership to diverse audiences, from client executives to technical team members. • Knowledge of Natural Language Understanding technologies and platforms such as Dialogflow, Watson, LUIS, etc. and how it impacts conversation designs • Knowledge of messaging channels such as web messaging, SMS, Whatsapp, etc. and what the advantages and disadvantages are of each • We consider diverse backgrounds - you may be a UX designer with a knack for language, or a Communications/Linguistics major with a knack for design thinking, or a game designer with experience on dialogue systems, etc. • Contact center and/or customer service experience a plus • Design team management experience or strong interest to gain design management experience • Bachelor’s Degree in design, human-computer interaction (HCI), or equivalent professional experience

Benefits

• Health: medical and mental. • Time away: vacation, holidays, and care days. • Financial: Superannuation, ESPP and group life insurance. • Family: parental leave. • Development: Generous tuition reimbursement and access to internal professional development resources. • Additional: Exclusive perks and discounts. • #LI-Remote