AI Conversation Designer

Job Summary

To enhance customer support efficiency, the full-time remote Senior Automated Customer Experience / AI Conversation Designer will design and optimize AI chatbot playbooks and conversational flows, analyze performance metrics, and collaborate with cross-functional teams to improve customer interactions.

Key responsibilities:

• Design, build, and continuously optimize AI chatbot playbooks and conversational flows in the Decagon AI platform
• Monitor and analyze chatbot performance metrics to identify opportunities for improvement in customer experience
• Collaborate with cross-functional teams to refine conversational design and document escalation paths for unresolved customer issues

Required qualifications:

• Degree in Data Analytics, Communications, Marketing, Business, or a related field
• Experience developing and optimizing chatbot playbooks and conversational flows, including voice AI conversation design
• Exceptional written and verbal communication skills, with experience in scriptwriting for customer-facing AI
• Strong analytical skills to interpret customer satisfaction and chatbot performance data
• Proficiency in CRM software and data analytics tools, such as Excel and Google Analytics