Conversational Designer – Chatbot & Voicebot Contrat : CDI

Sitel Group devient officiellement Foundever™.

Foundever™ est un leader mondial de l'expérience client (CX). Avec 170 000 collaborateurs dans le monde, nous sommes l’équipe derrière les meilleures expériences des 750 plus grandes marques internationales et digitales.

Nos solutions CX innovantes, notre technologie et notre expertise sont conçues pour répondre aux besoins opérationnels de nos clients et leur offrir une expérience sans couture, partout et à tout moment. Prenant en charge 9 millions d’expériences chaque jour dans plus de 60 langues et 45 pays, Foundever combine la force d’une présence mondiale à une approche entrepreneuriale, permettant aux entreprises de toutes tailles et de tous secteurs de transformer leur CX.

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. He/SHe is 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.

• 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

• Integrate changes or evolutions validated by the client during the run

• Make the continuous training of the NLU / Reinforcement of the Knowledge AI or prompt engineering when using Gen AI.

• The AI trainer handles intent matching, lexicons, training questions and helps with the analytics evaluations. They should be in direct communication with the conversation designers or developers as they need to understand how the architecture of the agent works to improve the NLU. And they should also be able to detect when users are dropping off and evaluate options if anything needs to be adjusted within the conversation design

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

• Ability to work together with Dev team

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

• Strong understanding of Natural Language Processing

• 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

• Deep understanding and analysis of CAI KPIs

• Curiosity and ability to integrate innovation

• Perfect written and verbal communication

• Ability to explain and defend design choices

• Ability to work in multicultural environment

• Continuous learning mindset

• Problem-solving mindset preferred