Design end-to-end conversational experiences (dialog flows, prompts, multi-turn logic) for chat and voice. Conduct user research and testing, analyze interaction data, collaborate with Product/Engineering/AI teams, maintain documentation, and iterate using performance metrics like CSAT and NLU accuracy.
Conversational Design
- Design end-to-end conversational experiences including dialog flows, scripts, intents, prompts, and responses.
- Craft natural, human-like conversational language aligned with brand tone.
- Develop decision trees, multi-turn flows, error handling, contextual prompts, and fallback logic.
- Optimize conversations for clarity, efficiency, and user satisfaction across chat and voice interfaces.
User Research & Testing
- Conduct user interviews, usability tests, and A/B experiments to validate conversational designs.
- Analyze transcripts, user behavior, and interaction data to identify pain points and refine flows.
- Translate insights into design improvements and new conversation opportunities.
Collaboration & Documentation
- Partner with Product, Engineering, and AI/NLP teams to ensure designs are feasible and technically aligned.
- Work with data scientists and linguists to refine intent models and training data.
- Create and maintain conversation design documentation, user journeys, style guides, and content standards.
Optimization & Continuous Improvement
- Evaluate conversational performance using metrics such as CSAT, containment rates, NLU accuracy, and task completion.
- Iterate based on user feedback, analytics, and business goals.
- Stay updated on conversation design trends, LLM best practices, and emerging AI experience patterns.
Qualifications
Required
- 3–5 years of experience in UX writing, conversation design, content design, or interaction design.
- Hands-on experience creating conversational flows for chatbots, virtual assistants, or voice apps (e.g., Alexa, Google Assistant).
- Strong writing skills with an ability to craft clear, concise, and natural-sounding dialogue.
- Experience with tools such as Figma, Miro, Dialogflow, Rasa, Lex, Voiceflow, Botmock, or similar platforms.
- Understanding of NLP/NLU concepts, intents/entities, and user behavior.
- Ability to work collaboratively with cross-functional teams in an Agile environment.
Preferred
- Background in linguistics, psychology, UX research, cognitive science, or communication.
- Experience designing for large language model (LLM)–based assistants.
- Knowledge of accessibility standards and inclusive design principles.
- Experience with analytics tools for conversation performance tracking
Compensation, Benefits and Duration
Minimum Compensation: USD 48,000
Maximum Compensation: USD 168,000
Compensation is based on actual experience and qualifications of the candidate. The above is a reasonable and a good faith estimate for the role.
Medical, vision, and dental benefits, 401k retirement plan, variable pay/incentives, paid time off, and paid holidays are available for full time employees.
This position is available for independent contractors
No applications will be considered if received more than 120 days after the date of this post
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
