Posted at: 27 October
Lead, Conversation Design
Company
CompanyNetomi
Netomi is a San Mateo-based B2B AI company specializing in conversational AI solutions for enterprise customer service, serving industries like hospitality and airlines, with a focus on automating customer interactions.
Remote Hiring Policy:
Netomi supports remote work and hires from various regions, including the United States, India, and Canada, with team members collaborating across time zones.
Job Type
Job TypeFull-time
Allowed Applicant Locations
Allowed Applicant LocationsUnited States
Job Description
We are seeking a Conversational AI UX Designer to lead the design and optimization of end-to-end user experiences across conversational channels, including chat, voice, SMS, email, and emerging messaging platforms. This role combines UX design, conversation design, and AI prompt engineering to create natural, effective, and brand-aligned interactions that delight users while meeting business goals.
The ideal candidate is equal parts designer, strategist, and storyteller, with experience creating usable, intuitive, and emotionally intelligent conversational flows.
Responsibilities:
- Customer Experience Strategy: Engage with clients to understand their business goals, customer personas, and resolution paths
- Prompt Design & Optimization: Write, test, and refine AI prompts and system instructions to optimize clarity, tone, and model performance across different channels.
- Tone & Voice Governance: Define tone of voice guidelines, ensuring consistency with brand standards while adapting for channel (chat vs. SMS vs. voice).
- Multi-Intent & Context Handling: Design experiences that gracefully handle multi-intent queries, context switching, and proactive interactions.
- Analytics & Iteration: Partner with analytics teams to monitor live performance (containment, abandonment, sentiment) and use insights to continuously improve conversation flows.
- Documentation: Maintain libraries of reusable conversation patterns, error handling scripts, and test scorecards for internal consistency.
Requirements:
- Experience in Conversational AI: 2–4 years of experience designing AI Agents (voice, chat, email, and messaging) that balance user needs with technical requirements.
- Prompt Engineering & LLM Familiarity: Understanding how large language models work and how to optimize prompts with examples, context, and constraints.
- Domain Expertise (Nice to Have): Experience designing conversational experiences in regulated industries such as airlines, financial services, healthcare, or retail.
- Scalability & Frameworks: Proven ability to design reusable frameworks, templates, and scalable patterns for enterprise-grade deployments.
- Prototyping & Innovation: Experience creating multiple demos or prototypes showcasing cutting-edge capabilities of agentic AI.
- Communication Skills: Exceptional written and verbal communication skills, with the ability to convey technical requirements and design decisions to internal and external stakeholders.