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Senior/Lead Conversation Designer

EPAM Systems, Inc. -
Zürich, ZH

Jetzt bewerben

Details zur Stelle

Leistungen

Eltern-/Erziehungsurlaub
Pensionskasse

Qualifikationen

Französisch
Informatik
Englisch
Analysefähigkeit
Bachelor
Figma
Italienisch
Kommunikationsfähigkeit
Deutsch

Vollständige Stellenbeschreibung

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

We offer

5 weeks of vacation
EPAM Employee Stock Purchase Plan (ESPP)
Enhanced parental leave
Extended pension plan
Daily sickness allowance insurance
Employee assistance program
Global business travel medical and accident insurance
Learning and development opportunities including in-house training and coaching, professional certifications, over 22,000 courses on LinkedIn Learning Solutions and much more
- All benefits and perks are subject to certain eligibility requirements

Please note that any offers will be subject to appropriate background checks
We do not accept CVs from recruiting or staffing agencies
For this position, we are able to consider applications from the following:

- Swiss nationals
- EU/EFTA nationals
- Third-country nationals based in Switzerland with an appropriate work permit
- Displaced people from Ukraine who are currently in Switzerland and hold, or have already applied for, S permits

Jetzt bewerben

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