A Belgian organisation is extending its customer interactions in Brussels and across Belgium through multilingual chatbots and voice bots. This senior Conversational AI Designer & Content Specialist role combines conversation design for chat, GenAI-driven conversational work, NLU configuration, and content adaptation across Dutch, French, and English.
The mission
The programme covers the end-to-end design and continuous improvement of chatbot and voice bot experiences used in customer-facing digital channels. The technical landscape includes intents, entities, training data, LLM tooling, prompt design, analytics, conversation logs, and prototyping tools such as Figma and Rasa Studio. The work matters because consistent, accurate conversations must be maintained across written and spoken channels.
You will own conversation flows from initial design through testing and optimisation, covering standard journeys, edge cases, and fallback strategies. You will work with data and AI teams, digital channels squads, and business stakeholders to translate requirements into feasible designs, while maintaining reusable content libraries, design patterns, guardrails, and quality criteria.
Your responsibilities
- Design and configure chatbot journeys, intents, entities, prompts, and fallback strategies that support clear outcomes for customers.
- Extend existing chat journeys into voice by adapting dialogue structure, pacing, turn-taking, tone of voice, and voice persona.
- Analyse performance data, conversation logs, and breakdowns to identify root causes and prioritise measurable improvements.
- Test and evaluate chatbot and voice bot conversations, including GenAI responses, before and after development using analytics and structured feedback.
- Structure and maintain multilingual content libraries and design pattern guides so content remains searchable, reusable, and consistent.
- Define and communicate guardrails, content guidelines, and quality criteria with technical teams and business stakeholders.
Your profile
Essential skills
- At least 3 years of relevant experience in conversation design for chat, supported by a portfolio of technical or GenAI-driven conversational work.
- Ability to apply NLU fundamentals, including intents, entities, training data, and human-AI interaction principles for text and voice.
- Capability in multilingual writing and content adaptation across Dutch, French, and English.
- Practical experience with design and prototyping tools such as Figma or Rasa Studio, together with LLM tooling.
- Ability to manage content for scalability and reusability, and to perform chatbot and voice bot testing using analytics, conversation logs, and structured feedback.
- Understanding of Agile / Scrum principles, with a collaborative and analytical approach to balancing user needs, technical feasibility, and business goals.
Preferred skills
- Knowledge of voice interaction design, including turn-taking, latency, barge-in, silence, and the differences between spoken dialogue and written chat.
- Experience supporting change management in corporate teams and explaining design decisions to stakeholders.
- Willingness to share patterns and testing practices with colleagues and support less experienced profiles.
Languages
- Dutch: B2/C1 or above, written and spoken
- French: B2/C1 or above, written and spoken
- English: B1/B2 or above, written and spoken