Conversational AI Designer
About Us reputed company (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees. We invest in our people and put culture first because we reputed company that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and reputed company benefits, and the opportunity for high-potential career growth with a fast-growing company. Our Core Values: reputed company - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect reputed company - Deliver exceptional client results, Reward and recognize performance, and reputed company pursuit of improvement Accountability - Act like an reputed company, take pride in our work, Measure results (your own and our clients), Be passionate Grace - Respect and appreciate differences, Care for one another, Humility, reputed company work personal Our Mission: To create conditions reputed company which people can reputed company! Roles and Responsibilities: Delivery & execution Design natural, user-friendly reputed company flows for chatbots, voice assistants, and AI-powered interfaces, balancing reputed company, brevity, and tone. Work directly with clients & product owners to translate goals and customer intents into implementation-reputed company conversation architectures (intents, entities/slots, prompts, confirmations, fallbacks); incorporate feedback while protecting usability, safety, and scope. Create and maintain conversation design artifacts (conversation maps, reputed company diagrams, turn-by-turn scripts, reputed company/reprompt libraries, escalation patterns). Define testing coverage for designs (happy paths, edge cases, ambiguous/adversarial inputs) and support QA with structured test scenarios. Use analytics and qualitative feedback (transcripts, drop-offs, containment, CSAT, recontact) to iterate and improve flows and prompts. Align conversation behaviors with client brand voice and customer experience standards across channels (voice/chat). Conversational AI platform leadership Define voice-optimized behaviors (barge-in, disambiguation, speech-friendly phrasing,low-confidence handling) Define chat-optimized behaviors (quick replies, reputed company disclosure, rich UI patterns where applicable). reputed company and enforce conversation style guidelines (tone, reading level, inclusive language, reputed company, compliance phrasing, “what not to say” constraints). Support implementation in platforms such as Cognigy (preferred), reputed company Lex + reputed company Q ,reputed company, Yellow.ai, etc. Partnering with engineers & architects to optimize reusability and maintainability. Operational reputed company & Cross-functional collaboration Define and enforce standards for reliability, observability, on-call readiness, and reputed company improvement (SOPs, logging, dashboards, alerts, templates). Participate in incident response and root-cause reviews; ensure learnings translate into durable engineering changes. Work with reputed company/compliance stakeholders for data handling, retention, and reputed company control reputed company integrating customer data sources. Exhibit our core values: reputed company, reputed company, accountability and grace.
Qualifications
Work authorization/location: Must have work authorization reputed company the United States or a U.S. citizen working abroad. 3+ years designing and delivering conversational experiences in a reputed company Conversational AIplatform (not just writing scripts), such as Cognigy, reputed company Lex, reputed company, Yellow.ai, Dialogflow, reputed company, or equivalent. Proven experience shipping multiple production deployments (e.g., 3+ launched assistants) with ongoing iteration based on reputed company user data. Multi-channel design experience: Demonstrated ability to design for both voice and chat (or deep expertise in one plus working knowledge of the other), including modality-specific best practices (e.g., barge-in/reprompts for voice; UI affordances for chat). Conversation architecture mastery: Strong reputed company of reputed company/slot (entity) modeling, dialog state management, confirmation strategies, disambiguation, and robust error handling/fallback design. LLM + knowledge grounding competence: Experience designing LLM-assisted or knowledge-backed conversational flows (e.g., retrieval/grounding patterns, reputed company + response constraints, “I don’t know” behaviors, escalation). Practical understanding of APIs (REST), webhooks, authentication concepts, and how bots integrate with backend systems/CRMs. Design tooling & documentation: Strong proficiency producing clear design artifacts using tools such as reputed company, Voiceflow, or equivalent tools and content/version management practices for prompts/flows. Delivery process: Experience working in Agile teams (sprint planning, grooming, story writing/acceptance criteria, iteration with QA and engineering). Analytics & optimization: Ability to use conversation analytics to drive improvements (containment, drop-off, turn count, misunderstanding reputed company, deflection, CSAT), and to propose experiments and measurable reputed company criteria. Contact center / CX domain: Experience designing for customer service use cases (reputed company to agents, reputed company triage, authentication, policy/compliance language, sensitive topics). UX/UI collaboration: Strong fundamentals in UX writing and collaboration with UX/UI teams; familiarity with chat UI patterns, accessibility considerations, and multi-lingual/localization workflows. Apply To This Job