Full-Time Sr Conversation Designer, Generative AI

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations.

Hundreds of the world’s leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.

Overview: The successful candidate will join a high-performing team in a fast-paced and driven organization.

You will:

• Design effective, innovative, and delightful conversational experiences using user-centric design methodologies and LLM prompting technologies
• Work with major enterprise brands to understand their business goals, customer personas, and intents to define an automation roadmap
• Review and provide feedback on other designer's work
• Prioritize design work to meet project goals and deadlines
• Lead design workshops and conduct user research to tie insights to business results
• Research and analyze intents and customer journeys
• Evaluate when NLU vs Gen AI is appropriate to solve the job to be done
• Create bot design documents, including bot personas, example dialogs, conversation flow diagrams, error handling patterns, knowledgebase structure, and prompts
• Create and iterate on prompts and prompt architecture to produce prototypes for client review
• When not using Gen AI, define the intent domain for natural language understanding and how it maps to conversation designs
• Review customer transcripts to identify conversation design gaps; modify design patterns to bridge those gaps
• Write copy suitable for automated conversations in messaging media
• Interpret bot performance metrics to hypothesize and test design changes to drive specific goals
• Create and evangelize conversation design best practice standards, reusable design patterns, prompts, and processes
• Contribute to the team's conversational design system and global prompts
• Collaborate with project managers, optimization managers, bot developers, and bot design analysts to execute bot implementation
• Demonstrate effective verbal and written communication to internal executives, C-level clients, partners, and team members

You have:

• Advanced experience in bot strategy, conversation design, and optimization
• Portfolio of example work
• 3-5+ years of related experience
• 2+ years in Conversation Design, or 3+ years in UX service design or UX writing
• Prior hands-on experience with Generative AI
• Exceptional written and verbal communication skills; presented design thought leadership to diverse audiences
• Knowledge of Prompt design best practices and working with LLMs
• Knowledge of Natural Language Understanding technologies and platforms (Dialogflow, Watson, LUIS, etc.) and how it impacts conversation designs
• Knowledge of conversational channels (web messaging, voice, SMS, WhatsApp, etc.) and their advantages/disadvantages

Contact center/customer service experience a plus

Code writing/prompt engineering experience is a plus

Design team management experience or strong interest in design management is a plus

Bachelor's Degree in design, HCI, or equivalent professional experience

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