Senior/Lead Conversation Designer
As a Conversation Designer at EPAM, you will be at the forefront of shaping the future of human-computer interaction for our banking client in Zürich. You will design and optimize conversational experiences across chatbots, voice assistants and emerging AI-driven platforms, directly influencing how users engage with products and services. Your work will ensure interactions are seamless, intuitive and human-centered. You will establish best practices, mentor junior designers and champion conversational AI across the organization.
Responsibilities
- Develop and refine conversational flows and scripts for chatbots, voice assistants and other interfaces to ensure intuitive, engaging and effective user experiences
- Conduct user research and gather feedback to understand user needs, preferences and pain points, use insights to inform and improve conversation design
- Collaborate with product managers, UX designers, developers and stakeholders to align conversation designs with product goals and user experience strategies
- Write clear, concise and natural-sounding dialog for chat and voice, ensuring consistency with brand tone and conversation design best practices
- Maintain clean, modular and readable conversation design documentation to support product scalability
- Create, document and evaluate system-level guidance for AI personas and interaction models
- Analyze user interactions and conversation logs to identify areas for improvement and optimize conversational flows
- Stay up-to-date with the latest trends and best practices in conversational AI, LLMs and user experience
- Create and nurture a community around conversation design within the organization
Requirements
- Proven experience designing conversational interfaces for chatbots, voice assistants, IVRs or related platforms
- Strong understanding of Natural Language Processing (NLP), Natural Language Understanding (NLU) and the evolution of Large Language Models (LLMs)
- Ability to create engaging and natural conversational experiences that delight users
- Strong analytical skills to interpret data and make informed design decisions
- Solid grasp of conversation/interaction principles and linguistics (e.g., turn-taking, sequence organization, repair)
- Excellent written and verbal communication skills, with the ability to articulate design concepts and rationale clearly
- Proficiency in design tools such as Sketch, Figma or similar
- Bachelor’s degree in Design, Human-Computer Interaction, Linguistics, Computer Science or a related field. Relevant experience may be considered in lieu of a degree
- Proficiency in one or more national languages (German, French, Italian) in addition to English
Nice to have
- Experience with conversation design software (e.g., Voiceflow, Cognigy, Kore.AI, Human First, Rasa)
- Experience in process mapping for business logic
- Knowledge of behavioral economics to influence client decisions in conversations
