Agentic UX / Conversation Designer (#5862)

N-iX, Київ, Львів

Що робити

Lead end-to-end conversational UX and dialogue design for the client’s flagship Customer Care Voicebot and Agentic Chatbot across speech (Avaya) and digital channels (Genesys, Mobile App).
Define, document, and refine conversational voice personas, turn-taking behavior, barge-in rules, fallback strategies, and human-agent escalation logic across all customer care journeys.
Craft, test, and optimize prompt engineering strategies for conversational LLMs/SLMs (Amazon Bedrock, SageMaker) specifically tuned for spoken interactions and multi-turn dialogue in Azerbaijani.
Map multi-agent supervisor/specialist hand-off workflows, intent routing logic, tool invocation contracts (MCP gateways / APIs), and RAG knowledge base retrieval paths in close collaboration with AI Engineers and Architects.
Partner with Business Analysts, Contact Center SMEs, and CVM teams to integrate offer decisioning contracts, CVM uplift model scores, and Next-Best-Offer (NBO) campaign outputs directly into bot dialogue decision layers.

3+ years of hands-on experience as a Conversation Designer, Agentic UX Designer, Voice UX Designer, or Technical Business Analyst specializing in conversational AI, voicebots, and chatbots.
Strong domain knowledge of real-time voicebot/chatbot architecture, including STT (Speech-to-Text / Whisper ASR), LLM dialogue orchestration, and TTS (Text-to-Speech) pipelines.
Deep expertise in dialogue flow mapping, prompt engineering for spoken LLM interactions, voice persona design, turn-taking, barge-in behavior, and fallback/escalation logic.
Solid understanding of generative AI agent frameworks, multi-agent orchestration (supervisor/specialist hierarchies), RAG retrieval flows, and tool/action contracts (Model Context Protocol / MCP gateways, APIs).

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