Conversational Designer (Remote, Any Location, MA)

The Conversational Designer is responsible for designing and optimizing end-to-end conversational experiences for chatbots and voicebots. This is a strategic role that translates business goals and user needs into clear, natural, and effective dialogues that deliver meaningful interactions and measurable results. They define conversational strategies, handle assessment, create conversation flows and scripts, and work together with CAI engineers to ensure high-quality implementations. This is someone who has expertise in LLM, Agentic AI, Knowledge AI, and NLU. They are able to implement bots across all these scenarios, including hybrid bots, making the right decisions regarding scope. The Conversational Designer understands all the requirements and challenges we face in the voice channel, as well as all the mandatory requirements to successfully implement a voicebot. The Conversational Designer is responsible for the continuous improvement, analyzing performance data and user feedback to improve accuracy, user satisfaction, and key metrics, ensuring a seamless and scalable conversational experience across channels, use cases and knowledge base. It also involves exploring new features, optimizing models and providers, and continuously refining the solution to maximize impact. This is a remote role, candidate must be located and eligible to work in Morocco. Responsibilities Collaborates with the production team, particularly the Conversational AI Engineer and Delivery Manager, to define and deliver the best customer experience Conducts assessments within the operation and with clients to identify needs and opportunities Map use cases and define the priorities based in impact, effort and feasibility, aligned with the client expectation and contract Develops the Conversational AI strategy for projects Designs conversational scenarios, flows, and dialogues for chatbots and voicebots Creates proto-personas, bot personas, and tone of voice, ensuring voice and messaging alig