Conversational AI Designer

What You'll Do

• Own conversation design for Replicant’s Thinking Machines, ensuring every call interaction is seamless, intuitive, and engaging, achieving high-quality UX for all personas 
• Work directly with Replicant customers to discover their callers’ and their own unmet needs, crafting solutions that will help transform their businesses
• Partner with Engineers and Engagement Managers to develop requirements, guide engineering priorities, and ensure that every Thinking Machine exceeds customer expectations and delivers the highest possible resolution 
• Develop intent taxonomies that blend customer requirements and caller needs, to increase our Thinking Machines’ Natural Language Understanding performance, in partnership with our Machine Learning teams
• Use analytics & visualization tools to measure and improve conversational outcomes, owning the performance of the Thinking Machine through our Hypercare period
• Work with your peers to improve Replicant’s conversation design best practices through data-driven experimentation
• Engage with Replicant’s Product teams to evaluate and integrate new features into Thinking Machines, including reusable assets and flows

What You'll Bring

• Artisan communicator: You have excellent written and verbal communication skills in a client-facing role, and you’re interested in exploring the nuances and aesthetics of conversations and sweat every detail of a script
• Passion for user experience: You have a great design sense and deep customer empathy, and you enjoy spending the time to craft just the right experience
• Customer-centric: You put callers’ experiences first and can empathize with their experience & needs
• Startup mentality: You’re adaptable, comfortable with ambiguity, and aren’t afraid to roll up your sleeves to engage deeply with our customers and data to get things done
• Data obsessed: You love digging into the numbers and finding opportunities that others would have missed
• Systematic thinking: You’re relentless about optimizing the product and processes to make things easier and better the next time around
• Experience with Tableau, Looker, PowerBI, etc. - bonus if you know SQL or R/Python
• Experience with tools like Lucid, Miro, Mural, Figjam, etc.
• 2-3 years of experience designing AI-based conversations or experiences
• BS/MS degree in Interaction Design, Linguistics or another related field
• Experience in enterprise SaaS and/or AI is also a nice-to-have!