AI Conversation Designer

2 weeks ago

Pasig, National Capital Region, Philippines IBEX Global Full time


Overview

We are seeking a highly skilled and creative AI Agent Conversation Designer/Engineer to join our team and help shape the next generation of customer experience through intelligent virtual agents. This role sits at the intersection of conversation design, user experience, AI/NLP technologies, and CX strategy. You will be responsible for crafting natural, engaging, and effective conversations for AI-powered customer service bots, and for building the logic, flows, and backend integrations that power them.



Responsibilities

  • Design and optimize conversational experiences across text, voice, and multimodal AI agents that serve customer-facing use cases.
  • Collaborate with CX, product, and engineering teams to define intents, utterances, and dialogue flows aligned to business goals and customer needs.
  • Use tools such as Dialogflow, Microsoft Bot Framework, Rasa, , or proprietary platforms to develop, test, and deploy virtual agents.
  • Write natural, human-like copy that reflects brand voice while supporting task completion, escalation, and error handling.
  • Analyze conversational data to continuously improve agent performance—tuning intents, training datasets, and optimizing flows.
  • Integrate back-end systems and APIs to allow bots to handle dynamic requests (e.g., checking account status, processing returns, scheduling).
  • Develop test cases and perform QA to ensure smooth, bug-free performance in production environments.
  • Stay up to date with NLP, LLMs, and conversational AI innovations to inform ongoing development and optimization.


Qualifications

  • Bachelor's or Master's degree (or equivalent work experience) in Computer Science, UX, AI, or Customer Experience disciplines, with a strong focus on creating intuitive, user-centered interactions
  • 3+ years of experience in conversation design, chatbot development, or NLP engineering.
  • Proficiency in one or more bot development platforms: Google Dialogflow, AWS Lex, Rasa, , Cognigy, etc.
  • Familiarity with programming languages (e.g., Python, JavaScript) and basic API integration.
  • Understanding of machine learning and natural language understanding (NLU) principles.
  • Strong grasp of UX best practices, persona development, and user-centric design.
  • Experience with LLM integration and prompt engineering (e.g., OpenAI, Anthropic, Cohere) is a strong plus.
  • Excellent problem-solving, collaboration, and communication skills.

Preferred Skills:

  • Experience designing for voice assistants (e.g., Alexa, Google Assistant).
  • Knowledge of analytics platforms (e.g., Voiceflow, Dashbot, Botanalytics) for bot performance tracking.
  • Familiarity with customer service domains such as e-commerce, telecom, healthcare, or fintech.
  • Background in multilingual or multicultural experience design.

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