Job Description

Position Overview

We are seeking a dynamic and multidisciplinary professional to join our Virtual Assistant (VA) team as a

Conversational AI & UX Specialist

. This role sits at the intersection of

Conversational Design

,

User Experience

, and

AI Training & Testing

, supporting the continual evolution of our enterprise-grade Virtual Assistant solutions across ServiceNow, MS Teams, and other integrated platforms

Core Responsibilities

Conversation Design

Design conversation flows and dialogue patterns for IT service management use cases Create and maintain conversation design system documentation and guidelines Develop personality profiles and tone of voice and text guidelines for virtual assistants Write clear, concise, and natural dialogue for various scenarios Design error handling and fallback conversations that maintain user engagement

User Experience Design

Managing the entire design process from ideation to final UI designs Create detailed interaction models for different user scenarios and contexts Conducting user interviews and customer roundtable sessions, to gather valuable insights and feedback for product enhancement Creating user flows, personas, taking part in usability testing Designing wireframes and interactive mock-up for internal brainstorming sessions and for customer reviews Design conversation repairs and recovery strategies Writing UX documentation and specifications Map user intents to appropriate conversational responses Design contextual help and proactive guidance elements

Content Development

Write and maintain conversational content libraries Create response variations to make conversations feel more natural Develop multilingual conversation flows when required Design system messages and notifications Collaborate with customer facing CSM's/SDM's for pilot templates to gather feedback

Testing & Optimization

Conduct conversation testing to ensure natural flow and effectiveness Review conversation logs to identify areas for improvement Analyze user feedback specific to conversation design Optimize dialogues based on user interaction patterns Perform A/B testing on different conversation approaches

Quality Assurance

Establish and maintain conversation design quality standards Review and validate conversation flows for consistency Ensure compliance with brand voice and style guidelines Validate technical accuracy of IT service management content Maintain version control of conversation designs

Research & Innovation

Research latest trends in conversational AI and user experience Study user behavior patterns to inform design decisions Identify opportunities for conversation flow improvements Keep updated with advances in overall AI /Gen AI /natural language processing Propose innovative solutions for complex conversation scenarios

Required Skills & Competencies

Technical Knowledge

Understanding of conversational AI platforms and capabilities Knowledge of natural language processing concepts Familiarity with conversation design tools and methodologies Basic understanding of IT service management processes Experience with prototyping and wireframing tools

Writing & Language Skills

Excellent writing skills with focus on conversational content Ability to write in different tones and styles Experience in technical writing Understanding of linguistic principles

Design Skills

Experience in user experience design Creating logical conversation branches Knowledge of conversation design patterns Understanding of user interface design principles Ability to create user flows and journey maps Experience with design thinking methodologies Designing graceful ways to handle misunderstandings Creating helpful error messages that don't frustrate users Ensuring our designs reflect our customer's requirement to keep our Virtual Assistant's ability to demonstrate smart AI enabled level of intelligence.

Analytical Skills

Ability to analyze conversation metrics and user feedback Understanding of user behavior analytics Experience with A/B testing methodologies Data-driven decision-making capabilities Problem-solving and pattern recognition skills

Impact & Success Metrics

Improvement in virtual assistant comprehension rates Reduction in conversation abandonment rates Increase in successful task completion rates Higher user satisfaction scores for conversation experiences Reduction in escalation rates due to conversation design issues Improvement in first-interaction resolution rates

Collaboration Requirements

Work closely with technical teams to understand platform capabilities Partner with subject matter experts for technical content accuracy Coordinate with customer experience teams for brand alignment Engage with business data analysts for conversation performance insights Support training teams with conversation design documentation

AI Training & Optimization

Annotate and train AI/NLU models by labeling intents, entities, and improving utterance accuracy. Regularly analyze bot logs and user queries to identify gaps in training data. Work with the data team to improve symptom/code recognition and ticket categorization accuracy. Suggest synonyms, utterance variations, and fallback intent management.

User Acceptance Testing (UAT)

Develop test scenarios and acceptance criteria in collaboration with stakeholders. Execute UAT scripts for new flows, KB integrations, and automation triggers. Identify defects or experience inconsistencies and coordinate with developers for fixes. * Validate live agent handover (LAH), email triggers, multilingual flows, and symptom population features.