Jobs

We are seeking a skilled Conversational AI Designer to craft and optimize AI-driven conversational experiences within our banking contact center's IVR system. You will translate customer needs and business goals into intuitive, effective AI interactions that elevate customer satisfaction and operational efficiency.

Key Responsibilities:

• Design and develop conversational flows, prompts, and response patterns tailored to banking customer inquiries, service requests, and personalized recommendations.
• Create AI agent behaviors that are contextually relevant, trustworthy, and aligned with brand tone and compliance standards.
• Collaborate closely with experience design, product management, operations, and technology teams to deliver seamless and efficient customer interactions.
• Continuously analyze conversation data and customer feedback to optimize AI interactions and improve key metrics such as resolution rates, customer satisfaction, and call deflection.
• Maintain documentation of conversation designs, versioning, and rationale to ensure consistency and scalability.
• Stay updated on industry trends, best practices, and emerging technologies in conversational AI and IVR to drive innovation.
• Support testing, training, and deployment phases to ensure the AI system performs reliably in live environments.

Qualifications & Skills:

• Proven experience designing conversational AI for IVR systems, preferably within the banking or financial services sector.
• Strong understanding of natural language processing (NLP) principles and AI conversational frameworks.
• Expertise in user-centered design principles and customer journey mapping.
• Ability to translate complex customer needs and business objectives into clear, engaging, and effective AI interactions.
• Collaborative mindset with excellent communication skills to work across multidisciplinary teams.
• Analytical skills to interpret interaction data and continuously refine conversational experiences.
• Familiarity with compliance, security, and privacy requirements relevant to financial services.
• Degree in Human-Computer Interaction, Linguistics, Computer Science, or a related field is preferred.

Join us to shape cutting-edge AI conversations that transform banking customer experiences and drive measurable business impact.