Conversational Designer (Brazil) 1 1

A Conversational Designer for Chatbots and Voicebots is responsible for creating, designing, and optimizing the user interaction experience with AI-driven conversational interfaces.

Their role involves understanding client issues and expected outcomes (efficiency, automation, reduction of AHT) and user needs.

The CD will be in charge of designing the conversation flow, scripting dialogues, and ensuring that the bot can understand and respond to user queries effectively and naturally.

They work to make the interaction as human-like as possible, often employing principles of psychology, linguistics, and user-centered design.

Additionally, they analyze conversation data to identify patterns, improve responses, and enhance overall resolution, user satisfaction and KPIs.

Job Responsibilities

The key responsibilities will include :

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 and conversational AI strategy

Responsible for building conversational scenarios and flows

Build proto persona, bot persona and tone of voice and make voice proposal fitting with the brand expectation for Voicebots

Participate actively in the KPI analysis, roadmap and continuous improvement of the bot

Responsible for bot training and gen AI knowledge base reinforcement

Elaborate and maintain in time conversational flows architecture (Miro / X mind)

Elaborate and integrate conversational content based on text

Manage testing, adjust testing protocol model to the project, realize on-going testing of the experience built, identify testers and consolidate testing feedback

Integrate changes or evolutions validated by the client during the run

Skills and Qualifications

Must have :

Strong understanding of Natural Language Processing

Strong understanding of conversational UX and specificities of each channel : chat or voice

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

Perfect written and verbal communication

Ability to explain and defend design choices

Ability to work in multicultural environment

Continuous learning mindset

Must have :

Experience in conversational design for chatbots, voicebots, or virtual assistants

Strong understanding of user experience (UX) principles and conversational flows

Ability to write clear, natural, and engaging dialogue for different user personas

Knowledge of NLP / NLU concepts and how AI interprets language

Familiarity with conversational platforms (e.g., Cognigy)

Ability to create and maintain dialogue trees, intents, and entities

Collaboration skills to work with developers, AI engineers, and product teams

Testing and iteration skills – ability to test conversations, analyze metrics, and improve flows

Fluent in French & English.

Other languages are appreciated

Nice to have :

Experience with voice interfaces and speech technologies (STT / TTS)

Understanding of multilingual or cross-cultural conversational design

Basic coding or scripting skills for integration with AI platforms

Knowledge of analytics tools to track user interactions and performance

Experience with LLMs or generative AI for enhancing conversational responses

Familiarity with accessibility and inclusive design principles

About Foundever TM

Foundever® is a global leader in the customer experience (CX) industry.

With 150,000 associates across the globe, we're the team behind the best experiences for +800 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.

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