Job Description

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Location: Bangalore/Gurugram

About Us

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Exotel is a leading provider of AI transformation to enterprises for customer engagement and experience. With over 20 billion annual conversations across Omni channel, voice, agents and bots, Exotel is trusted by more than 7000 clients worldwide, spanning industries such as BFSI, Logistics, Consumer Durables, E-commerce, Healthcare and Education.



Customer expectations are evolving and businesses face the challenge of balancing the need for increased revenue, optimized costs, and exceptional customer experience (CX). Exotel steps forward as your transformative partner, offering an AI-powered communication solution to address all three!

About the Role

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We are looking for a Conversational AI Designer who will define, design, and optimize intelligent conversations between our customers and our AI-driven voice and chatbots. This role sits at the intersection of UX design, linguistics, AI behavior, and customer experience, and will play a key part in shaping how businesses interact with their users via Exotel's platforms.



If you are passionate about crafting natural, intuitive, and purposeful conversations between humans and machines -- we want to talk.

What You'll Do

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Design human-like conversational flows across voice and chat. Partner with clients to understand their consumers and use cases to design the bots goals, intent and success criteria. Collaborate internally with product managers, engineers, and customer-facing teams to deliver the clients' requirements. Write clear, concise, and context-aware bot dialogues, prompts, and fallbacks that sound helpful and human. Partner with Product teams to test conversation designs and iterate based on user feedback and data. Apply principles of linguistics, behavioral psychology, and UX writing to create intuitive and low-effort user journeys. Maintain and optimize a conversation library (templates, tone guides, intents, fallbacks). Contribute to AI training: helping define intents, utterances, edge cases, and user expectations. Identify conversation friction points using transcripts, analytics, and feedback to improve success and containment rates. Define tone, persona, and escalation strategy for bots across different verticals and use cases.

Requirements

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Must-Have:

5-9 years of experience designing conversations for chatbots, IVRs, voice assistants, or similar platforms. Deep understanding of UX writing, dialogue flow design, and customer empathy. Experience working with AI platforms Ability to design for voice-first experiences (IVR, smart assistants) and chat-based interfaces. Experience with tools for conversation design. Strong writing skills with a focus on clarity, brevity, and tone. Familiarity with NLP concepts -- intents, utterances, confidence thresholds, fallbacks, etc.

Nice-to-Have:

Experience in B2B SaaS or customer support domain. Basic understanding of analytics (CSAT, containment rate, deflection, etc.) Exposure to Indian languages and multilingual bot design. * Background in linguistics, psychology, cognitive science, or communication design.