Conversational UX Specialist

At Omilia, we are at the forefront of Conversational AI and Virtual Agent technologies, delivering cutting-edge voice and chat solutions to enterprises across the world. 

We are seeking a skilled Conversational UX Specialist to join our Solution Optimization team. In this role, you will design user-centric conversational experiences while leveraging data-driven insights to optimize system performance. As the primary resource for conversational UX design, you will analyze real conversational interactions to validate design choices, enhance user experience, improve business KPIs, and drive solution optimization.

Conversational UX Design

• Subject Matter Expertise: Act as the primary resource for conversational AI design, influencing and aligning cross-team efforts to ensure an optimal user experience and alignment with business KPIs.
• Scalable and Modular Design: Create conversational flows that are scalable, modular, and maintainable, enabling efficient adaptation to future business needs.
• Impact-Driven Solutions: Translate complex business needs into actionable, user-centric design solutions that enhance user experience and achieve organizational objectives.
• Stakeholder Communication: Present design concepts effectively to business teams and stakeholders, advocating for user-first principles while aligning with company goals.
• Technical Feasibility: Collaborate with project delivery teams to ensure design solutions are technically viable and optimized for the existing technology stack.
• Documentation: Create and maintain comprehensive documentation of design decisions, conversational systems, and user flows to facilitate team alignment and future design projects. Also, track benchmarking for core KPIs across features, services, and relevant domain/industry verticals to compare performance, identify optimization opportunities, and ensure best practices are met.
• Industry Awareness: Stay informed about the latest trends, best practices, and principles in conversational AI design to deliver cutting-edge, accessible, and functional solutions.
  

Solution Optimization

• Process Improvement: Analyze existing conversational designs to identify broken processes, propose fixes, and implement optimized solutions.
• Data-Driven Enhancements: Evaluate user interactions and conversation data to uncover areas for improvement, enhancing bots’ performance and user satisfaction.
• Iterative Development: Leverage insights from data analysis to drive continuous optimization of conversational experiences.
• Performance Metrics: Ensure that design enhancements are aligned with key performance indicators (KPIs) to measure and demonstrate their impact effectively.

• Education: Bachelor’s degree in a relevant field (e.g., Linguistics, Computer Science, UX Design, Psychology) or equivalent professional experience.

• Experience: Proven experience in UX design and/or experience driving requirements analysis, design and optimization of Conversational AI systems, with a strong understanding of conversational UX principles and best practices.
• Copywriting Proficiency: Skilled in crafting clear, engaging, and natural dialogue for conversational interfaces.
• Language Skills: Excellent command of spoken and written English.
• Communication: Exceptional communication skills, with the ability to work effectively in customer-facing roles.
• User-Centric Focus: A passion for user experience, with strong design sensibilities and deep empathy for end users.
  

Personal Attributes:

• Ambition, enthusiasm, and a growth mindset, coupled with strong analytical and creative thinking abilities.
• Meticulous attention to detail and the ability to deliver high-quality work within tight deadlines.
• Highly organized and capable of managing solo or collaborative assignments effectively.
• Work Environment Adaptability: Comfortable working in a fully remote, digital-first environment.

Nice to Have

• AI/GenAI Experience: Hands-on experience designing UX for AI-driven bots, including chatbots and voicebots, or familiarity with Generative AI solutions.
• Conversational Systems: Experience with conversational automated dialogue systems (voice or chat-based). Production-level knowledge of NLU/NLP solutions is a strong plus.
• Multilingual Abilities: Proficiency in additional languages such as Spanish, French, and/or German.

• Fixed compensation;
• Long-term employment with the working days vacation;
• Development in professional growth (courses, training, etc);
• Being part of successful cutting-edge technology products that are making a global impact in the service industry;
• Proficient and fun-to-work-with colleagues;
• Apple gear.

Omilia is proud to be an equal opportunity employer and is dedicated to fostering a diverse and inclusive workplace. We believe that embracing diversity in all its forms enriches our workplace and drives our collective success. We are committed to creating an environment where everyone feels welcomed, valued, and empowered to contribute their unique perspectives without regard to factors such as race, color, religion, gender, gender identity or expression, sexual orientation, national origin, heredity, disability, age, or veteran status, all eligible candidates will be given consideration for employment.