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Role description :

As a Conversational AI Designer & Content Specialist, you design, build, and continuously improve the chatbot and voice bot experiences that power our customer interactions.

You combine conversation design with the technical and analytical skills needed to configure NLU models, write and test prompts for GenAI-driven flows, and turn performance data into concrete improvements.

You also lead the extension of our conversational experiences from chat into voice, ensuring the same quality, consistency, and brand fit across channels.

You design, configure, and optimize chatbot and voice bot conversations end to end. You do so by:

• Designing and configuring conversation flows, intents, entities, and fallback strategies, covering both happy paths and edge cases, in collaboration with peers and stakeholders.
• Extending existing chat journeys into voice, adapting dialogue structure, pacing, and turn-taking for spoken interaction and defining a consistent voice persona and tone of voice.
• Managing and structuring chatbot and voice bot content so it is searchable, reusable, and adaptable across Dutch, French, and English.
• Analyzing chatbot and voice bot performance data, conversation logs, and breakdowns to identify root causes and prioritize improvements.
• Conducting usability and model-quality testing, including evaluation of GenAI responses, before and after development.
• Collaborating with data/AI and digital channels squads to translate business requirements into technical conversation design, balancing feasibility with user experience.
• Defining guardrails, content guidelines, and quality criteria that keep chatbot and voice bot replies accurate, accessible, and compliant.
• Maintaining and expanding a content library and design pattern guide that ensures consistency across chat and voice projects.

Together with your fellow conversation designers, you develop and maintain best practices, design patterns, and test routines that ensure quality and consistency across chat and voice projects.

Language requirements

• Native/Strong Dutch knowledge, both written & oral (B2/C1 level)
• Native/Strong French knowledge, both written & oral (B2/C1 level)
• Strong English knowledge, both written & oral (B1/B2 level)

Experience and skills

• At least 3 years of relevant experience
• Proven experience in conversation design for chat, with a strong portfolio of technical and GenAI-driven conversational work.
• Understanding of NLU fundamentals (intents, entities, training data) and principles of human–AI interaction for both text and voice.
• Skilled in multilingual writing and content adaptation, with excellent Dutch and English as well as strong French (B2/C1 or above) skills.
• Comfortable working with design and prototyping tools (e.g. Figma, Rasa Studio) and LLM tooling.
• Knowledge of basics of voice interaction design: turn-taking, preferable latency, barge-in, silence, and how spoken dialogue differs from written chat.
• Experience in Agile / Scrum principles.
• Ability to structure and manage content for scalability and reusability.
• Experienced in testing and evaluating chatbot and voice bot conversations using analytics, conversation logs, and structured feedback.
• Ability to balance user needs, technical feasibility, and business goals in conversation design decisions.
• Collaborative team player, comfortable working closely with data/AI and digital channels squads as well as business stakeholders.
• Persuasive yet open-minded: able to explain and defend technical design choices, while integrating feedback from data, users, and colleagues.
• Analytical and curious, energized by digging into performance data and AI behavior to find the next improvement.
• Creative, proactive, and solution-oriented, seeing technical and channel constraints as opportunities for innovation.
• Works independently, with high attention to detail, ensuring quality and accuracy under tight deadlines.
• Growth mindset, both in personal evolution into GenAI and voice, and in supporting more junior profiles and stakeholders moving forward.
• Experience of managing change in corporate teams and acting as a pragmatic change advocate.