Conversational AI Engineer

Full Description

Job Summary

We are seeking an experienced Senior Conversation Designer to lead the design and development of intelligent conversational experiences across chatbot and IVR platforms such as Kore.ai, Genesys Cloud, and other NLP/NLU platforms. You will collaborate with product managers, developers, linguists, and UX experts to craft scalable, intuitive, and human-like user experiences.

Responsibilities

• Lead the design of conversational flows for voice and chat interfaces across multiple platforms.

• Architect end-to-end conversation journeys considering user goals, intents, dialog management, error handling, escalation, and tone.

• Work closely with platform engineers to configure, test, and optimize bot behavior in Kore.ai, Genesys Cloud, or similar platforms.

• Create wireframes, scripts, dialog trees, and design specs with a strong focus on user-centricity and accessibility.

• Apply advanced NLU/NLP design strategies, manage training data, utterance tuning, and fallback handling.

• Use analytics and user feedback to optimize conversational experiences over time.

• Mentor junior team members and guide best practices in conversation design and platform implementation.

• Collaborate with cross-functional teams to ensure design consistency, functional integration, and performance.

• Customer Communication: Engage with customers to understand requirements and provide clear technical guidance.

• Team Engagement: Mentor team members and support collaboration across the team.

Requirements

• 2-5 years in AI solutions, conversation design, voice UX, or chatbot development.

• Proven experience designing and deploying bots in at least one of these platforms; Kore.ai, Genesys Cloud, Sprinklr, or similar tools.

• Strong understanding of conversational AI, voice design principles, NLU/NLP and models trainings concepts.

• Familiarity with JSON, API integration, and platform configuration logic (e.g., node flows, context variables).

• Excellent written and verbal communication skills.

• Experience with user testing, usability research, and analytics.

• Ability to lead design reviews, documentation, and stakeholder presentations.

• Proven experience in technical solutions deployment to production environments and managing conflicts between different work environments.

• (Bonus) Proven experience in version control concepts.

• (Bonus) Knowledge of voice interaction design for smart IVR systems.

Nice to Have

• Understanding of accessibility and inclusive design.

• Familiarity with Agile methodologies or project tracking tools (e.g., Jira, Confluence).