Conversation Designer

Job Description

Conversation Designer

Company Overview

Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting-edge Applied AI.

The results are happier customers, enhanced insights, and lower costs.

Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency.

Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction.

We value our people, their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other.

We understand the value of hard work and the importance of a healthy balance. We’re all on the same page even though we may get there from different perspectives.

All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.

Position Summary

As a Conversation Designer, you will play a pivotal role in crafting engaging and natural interactions between users and conversational AI systems.

Your expertise will be instrumental in shaping user experiences, ensuring effective communication, and creating human-like dialogues that resonate with users across various platforms and applications.

You will collaborate with cross-functional teams, including developers, UX/UI designers, and content creators, to build conversational interfaces that provide intuitive and meaningful interactions.

Key Responsibilities

Dialogue Design:

• Create conversational flows, dialogues, and user journeys that cater to a variety of user intents and scenarios.
• Design branching dialogues that guide users through complex interactions while maintaining a seamless and user-friendly experience.
• Develop natural and contextually relevant responses that align with the conversational AI system's personality and purpose.

User-Centered Approach:

• Apply user-centered design principles to ensure conversations are intuitive, empathetic, and cater to user needs.
• Conduct user research to understand user preferences, pain points, and behaviors, and integrate findings into conversation design.

Persona and Tone Development:

• Define and refine the conversational AI's persona, voice, and tone to create consistent and relatable interactions.
• Adapt the persona to different contexts and user demographics while maintaining coherence.

Content Creation and Optimization:

• Generate dynamic and relevant content, including prompts, responses, and system messages, to maintain engaging and meaningful conversations.
• Continuously optimize content based on user feedback, data analysis, and emerging trends to enhance the quality of interactions.

Collaboration:

• Collaborate closely with developers and UX/UI designers to implement conversation designs and ensure a seamless integration of dialogues into the overall user experience.
• Work with cross-functional teams to align conversation design with product goals, brand identity, and business objectives.

Iterative Improvement:

• Analyze user feedback, conversational data, and metrics to identify areas for improvement and implement iterative design changes.
• Stay up-to-date with industry best practices, emerging technologies, and trends related to conversational design and AI interfaces.

Testing and Quality Assurance:

• Conduct thorough testing of conversation flows and dialogues to identify and resolve issues related to logic, grammar, and user experience.
• Collaborate with quality assurance teams to ensure conversational AI system performs reliably and consistently.

Qualifications

• Proven experience in conversation design, UX writing, content strategy, or related roles.
• 3-5 years of conversation design experience.
• Strong understanding of natural language processing (NLP) concepts and AI technologies.
• Proficiency in using conversation design tools, chatbot platforms, and prototyping software.
• Excellent written and verbal communication skills with a keen eye for grammar, syntax, and voice.
• Ability to empathize with users and anticipate their needs to create user-centered dialogues.
• Analytical mindset to interpret data, metrics, and user feedback for iterative improvements.
• Creativity in developing personas, voices, and tones that align with different contexts.
• Strong collaboration and interpersonal skills to work effectively within cross-functional teams.
• Adaptability and willingness to learn in a rapidly evolving field.
• Portfolio showcasing previous conversation design work and demonstrating expertise.

Physical Requirements

• Sitting: Ability to be able to sit for long periods of time.
• Lifting: Ability to lift equipment and/or tools up to 20 pounds.

Waterfield Tech is proud to be an equal opportunity employer.

Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law.

This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.