Conversational Experience Designer

About the role

Inetum, a global digital services company helping businesses accelerate their digital transformation, is looking for a Conversational Experience Designer in Lisbon. The designer creates engaging, effective conversational experiences for AI-powered agents across text and voice channels, designs natural, user-centric interactions and sets Conversational UX standards and guidelines so the organization can scale new AI use cases.

Key responsibilities

• Design conversational experiences for AI agents across text and voice channels.
• Map user intents, conversation flows, happy paths, error scenarios, fallback mechanisms, human escalation processes and cross-channel handoffs.
• Create dialogues and prompts for Generative AI agents, defining persona, tone of voice, communication style and behavioural boundaries.
• Design voice experiences covering barge-in, silence management, confirmations, noise handling, accent variations, turn-taking and the lack of visual support.
• Design text-based experiences using quick replies, cards and rich media, and set criteria for redirecting users to visual interfaces.
• Develop and maintain Conversational UX Guidelines for consistency and scalability.
• Collaborate with Product, Design, Engineering and AI teams to deliver seamless experiences.

Required profile

• Proven experience in Conversational Design, Conversation Design, UX Writing, Service Design or User Experience Design.
• Experience designing flows for virtual assistants, chatbots or AI-driven solutions.
• Ability to design effective experiences across voice and text channels.
• Nice to have: industry experience in high-volume transactional sectors such as telecoms, banking, insurance, utilities or retail; understanding of ASR and TTS; experience with conversational design platforms such as Voiceflow or Botpress; experience in organizations with in-house AI teams.

Required skills

• Strong knowledge of Prompt Design and experience with Generative AI interactions.
• Excellent written communication and attention to detail.
• Experience creating frameworks, standards, guidelines or best practices for UX design.