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Conversational Designer

Getronicsgurugram, India

4 hours ago

Job description

Position Overview

We are seeking a dynamic and multidisciplinary professional to join our Virtual Assistant (VA) team as a Conversational AI & UX Specialist . This role sits at the intersection of Conversational Design , User Experience , and AI Training & Testing , supporting the continual evolution of our enterprise-grade Virtual Assistant solutions across ServiceNow, MS Teams, and other integrated platforms

Core Responsibilities

Conversation Design

Design conversation flows and dialogue patterns for IT service management use cases
Create and maintain conversation design system documentation and guidelines
Develop personality profiles and tone of voice and text guidelines for virtual assistants
Write clear, concise, and natural dialogue for various scenarios
Design error handling and fallback conversations that maintain user engagement

User Experience Design

Managing the entire design process from ideation to final UI designs

Create detailed interaction models for different user scenarios and contexts

Conducting user interviews and customer roundtable sessions, to gather valuable insights and feedback for product enhancement

Creating user flows, personas, taking part in usability testing

Designing wireframes and interactive mock-up for internal brainstorming sessions and for customer reviews

Design conversation repairs and recovery strategies

Writing UX documentation and specifications

Map user intents to appropriate conversational responses

Design contextual help and proactive guidance elements

Content Development

Write and maintain conversational content libraries

Create response variations to make conversations feel more natural

Develop multilingual conversation flows when required

Design system messages and notifications

Collaborate with customer facing CSM’s / SDM’s for pilot templates to gather feedback

Testing & Optimization

Conduct conversation testing to ensure natural flow and effectiveness

Review conversation logs to identify areas for improvement

Analyze user feedback specific to conversation design

Optimize dialogues based on user interaction patterns

Perform A / B testing on different conversation approaches

Quality Assurance

Establish and maintain conversation design quality standards

Review and validate conversation flows for consistency

Ensure compliance with brand voice and style guidelines

Validate technical accuracy of IT service management content

Maintain version control of conversation designs

Research & Innovation

Research latest trends in conversational AI and user experience

Study user behavior patterns to inform design decisions

Identify opportunities for conversation flow improvements

Keep updated with advances in overall AI / Gen AI / natural language processing

Propose innovative solutions for complex conversation scenarios

Required Skills & Competencies

Technical Knowledge

Understanding of conversational AI platforms and capabilities

Knowledge of natural language processing concepts

Familiarity with conversation design tools and methodologies

Basic understanding of IT service management processes

Experience with prototyping and wireframing tools

Writing & Language Skills

Excellent writing skills with focus on conversational content

Ability to write in different tones and styles

Experience in technical writing

Understanding of linguistic principles

Design Skills

Experience in user experience design

Creating logical conversation branches

Knowledge of conversation design patterns

Understanding of user interface design principles

Ability to create user flows and journey maps

Experience with design thinking methodologies

Designing graceful ways to handle misunderstandings

Creating helpful error messages that don’t frustrate users

Ensuring our designs reflect our customer’s requirement to keep our Virtual Assistant’s ability to demonstrate smart AI enabled level of intelligence.

Analytical Skills

Ability to analyze conversation metrics and user feedback

Understanding of user behavior analytics

Experience with A / B testing methodologies

Data-driven decision-making capabilities

Problem-solving and pattern recognition skills

Impact & Success Metrics

Improvement in virtual assistant comprehension rates

Reduction in conversation abandonment rates

Increase in successful task completion rates

Higher user satisfaction scores for conversation experiences

Reduction in escalation rates due to conversation design issues

Improvement in first-interaction resolution rates

Collaboration Requirements

Work closely with technical teams to understand platform capabilities

Partner with subject matter experts for technical content accuracy

Coordinate with customer experience teams for brand alignment

Engage with business data analysts for conversation performance insights

Support training teams with conversation design documentation

AI Training & Optimization

Annotate and train AI / NLU models by labeling intents, entities, and improving utterance accuracy.

Regularly analyze bot logs and user queries to identify gaps in training data.

Work with the data team to improve symptom / code recognition and ticket categorization accuracy.

Suggest synonyms, utterance variations, and fallback intent management.

User Acceptance Testing (UAT)

Develop test scenarios and acceptance criteria in collaboration with stakeholders.

Execute UAT scripts for new flows, KB integrations, and automation triggers.

Identify defects or experience inconsistencies and coordinate with developers for fixes.

Validate live agent handover (LAH), email triggers, multilingual flows, and symptom population features.

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Designer • gurugram, India