Senior Conversational Designer

• A master's degree in UX design / Conversational design or equivalent work experience
• Experience working with AI bots / GenAI solutions
• Fluent in French & English. Other languages are appreciated.
• Ability to work together with Dev team
• Strong understanding of conversational UX and specificities of each channel: chat or voice.
• Strong understanding of Natural Language Processing
• Ability to take advantage of Gen AI capabilities and integrate it in conversational design when required
• Understanding of LLM functioning and RAG to optimize content for Knowledge AI content preparation for Generative AI = prompt engineering capabilities
• Deep understanding and analysis of CAI KPIs
• Curiosity and ability to integrate innovation
• Perfect written and verbal communication
• Ability to explain and defend design choices
• Ability to work in multicultural environment
• Continuous learning mindset
• Problem-solving mindset
• Minimum 3 years’ experience in conversational AI projects and team management

• Collaborate with the team (and in particular Tech/Dev and project manager) to establish the best customer ︁︀​︂︃︃​︉︆​︆︄experience to reach the outcomes
• Realize the assessment within the operation, in the existent channels and with key stakeholders from the client side
• Create the conversational AI strategy and architecture
• Balance choices of technology (NLU/GEN AI, translation) to achieve CX outcomes in collaboration with project manager for alignment with budget validated by the client
• Responsible for building conversational scenarios and flows
• Build proto persona, bot persona and tone of voice
• Copywriting of the bot prompts
• Implementation of the content and flows on Cognigy
• Create integration flows and follow the development on Cognigy in partnership with developer
• Elaborate and manage the bot testing phases (UAT), UX improvement, and bot training
• Participate actively in the KPI analysis, roadmap creation and continuous improvement of the bot
• Work in the monthly reports bringing a qualitative analysis and opportunities
• The conversational designer is also in charge of the AI bot training and gen AI knowledge base reinforcement
• The AI trainer handles intent matching, lexicons, training questions and helps with the analytics evaluations. They should be in direct communication with the conversation designers or developers as they need to understand how the architecture of the agent works to improve the NLU. And they should also be able to detect when users are dropping off and evaluate options if anything needs to be adjusted within the conversation design
• Elaborate and maintain in time conversational flows architecture (Miro / X mind)
• Elaborate and integrate conversational content based on text
• Brief the Creative Lead in case of visual content needs for Chatbots and ensure creative production is fully aligned with the brief
• Interact with tech/dev when integration and/or code is required to deliver the experience targeted
• Manage testing: adjust testing protocol model to the project, realize on-going testing of the experience built, identify testers, brief and coordinates testing with the project manager. Consolidate testing feed-back and integrate iterations with tech/dev.
• Adjust the testing material for client tests
• Consolidate test feedback under the supervision of Project ManagerIntegrate iterations asked by the client
• Contribute to the KPI analysis and make recommendations for improvement in run phase
• Integrate changes or evolutions validated by the client during the run
• Make the continuous training of the NLU / Reinforcement of the Knowledge AI or prompt engineering when using Gen AI.

• Paid professional technical training
• Monthly performance-based bonuses
• 30 RON/day meal tickets
• Private medical insurance
• Discounts of to 40% at partners – electronics and telecommunications subscriptions
• Discounts on eyeglasses, PC protective lenses and other services
• Dentist discounts at partner clinics
• Access to the 7card by Gympass monthly subscription
• Special offer at partner banks
• A well-defined career path with many opportunities to grow in different directions
• Exposure to a multicultural and multilingual environment.

Foundever® is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

At Foundever®, we make things simple. 

Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed. 

Create your best moments.

We believe that small moments can have a big impact on our work experiences, customers, teams, and friends. By creating positive moments for each other, we make a difference and improve our associate experience.