Introduction

We are looking for a Conversational AI Designer & Content Specialist to design, configure and continuously improve chatbot and voice bot experiences across multiple customer interaction channels.

In this role, you combine conversation design, content expertise and technical understanding to create effective conversational experiences. You will work on conversation flows, NLU models, GenAI-powered interactions and voice experiences, while using performance data and user feedback to identify and implement improvements.

A key part of the role is expanding existing conversational experiences from chat to voice while ensuring consistency in quality, tone of voice, brand identity and user experience across channels.

Responsibilities

• Conversation Design & Configuration
• Design and configure end-to-end chatbot and voice bot conversations.
• Develop conversation flows covering both standard user journeys and edge cases.
• Define intents, entities, fallback strategies and other key elements of conversational AI systems.
• Collaborate with stakeholders and fellow conversation designers to create intuitive and effective interactions.
• Ensure that conversational experiences are aligned with user needs, business objectives and technical possibilities.
• Voice Experience Design
• Extend existing chat journeys into voice-based experiences.
• Adapt dialogue structures to spoken interaction, taking into account pacing, turn-taking, latency and interruptions.
• Define and maintain a consistent voice persona and tone of voice.
• Ensure a consistent experience across text-based and voice-based interactions.
• Content Management & Multilingual Adaptation
• Structure and manage chatbot and voice bot content in a scalable and reusable way.
• Ensure content can be efficiently adapted across Dutch, French and English.
• Maintain and expand content libraries, design patterns and conversational guidelines.
• Develop and maintain best practices to ensure consistency across different conversational AI projects.
• Analytics, Testing & Continuous Improvement
• Analyse performance data, conversation logs and interaction breakdowns to identify root causes and improvement opportunities.
• Prioritise optimisation initiatives based on data, user feedback and business impact.
• Conduct usability testing and model-quality evaluations before and after implementation.
• Evaluate the quality and relevance of GenAI-generated responses.
• Develop structured testing routines and quality criteria for chatbot and voice bot experiences.
• AI Collaboration & Technical Delivery
• Work closely with Data/AI and Digital Channels teams to translate business requirements into technically feasible conversation designs.
• Balance user experience, technical feasibility and business objectives.
• Define guardrails, content guidelines and quality standards to ensure that conversational responses remain accurate, accessible and compliant.
• Work with design and prototyping tools such as Figma, Rasa Studio and relevant LLM tooling.
• Knowledge Sharing & Change
• Collaborate with other conversation designers to establish and maintain shared design patterns, standards and testing practices.
• Support the development of less experienced colleagues and stakeholders.
• Contribute to the adoption of conversational AI, GenAI and voice interaction capabilities within the organisation.
• Act as a pragmatic change advocate in a corporate environment.

Experience

• At least 3 years of relevant professional experience.
• Proven experience in conversation design for chatbot environments.
• A strong portfolio demonstrating technical and/or GenAI-driven conversational experiences.
• Experience analysing and evaluating chatbot and voice bot interactions using analytics, conversation logs and structured feedback.
• Experience working in Agile/Scrum environments.

Technical Skills

• Strong understanding of NLU fundamentals, including intents, entities and training data.
• Understanding of human-AI interaction principles for both text and voice.
• Experience with multilingual content creation and adaptation.
• Familiarity with design and prototyping tools such as Figma and Rasa Studio.
• Comfortable working with LLM tooling and GenAI-driven conversational flows.
• Understanding of voice interaction design principles, including:
• Turn-taking
• Latency
• Barge-in and interruptions
• Silence and pauses
• The differences between spoken dialogue and written chat

Languages

• Native-level proficiency in Dutch or French.
• Strong knowledge of the other national language
• Strong proficiency in English.

Offer

• A role at the intersection of conversational design, artificial intelligence, content and digital customer experience.
• The opportunity to shape and improve chatbot and voice bot interactions across multiple channels.
• Close collaboration with multidisciplinary teams covering AI, data, digital channels and business.
• The chance to work with emerging technologies such as GenAI and Large Language Models.
• A role combining creativity, analytical thinking and technical conversation design.
• A hybrid working model with approximately 50% on-site presence for a full-time assignment.