AI Agent Experience Designer - Remote - Remote Eligible

AI Agent Experience Designer - Remote

This role is essential for enhancing the efficiency and capabilities of AI-driven agents, such as chatbots. By leveraging analytical skills and user experience insights, you will ensure these agents deliver precise and high-quality interactions. Your contributions will drive improvements, align with business goals, and provide a seamless experience for users. Collaboration with various stakeholders is key to the success of this position.

Accountabilities

• Define and document AI agent behavior, including quality targets and compliance constraints.
• Translate workflows and policy rules into actionable use cases for effective implementation.
• Maintain a clear connection between user requests and agent behavior.
• Drive stakeholder reviews and validation prior to deployment.
• Craft and iterate guidelines for prompts to ensure accuracy and consistency.
• Establish a library of reusable prompts and track version history.
• Analyze live interactions to spot issues and enhance response mechanisms.
• Collaborate with technical teams to set up testing and release protocols.
• Develop an appropriate voice and interaction style for agents.
• Create conversation paths that manage user interactions smoothly.
• Formulate guidelines on when to engage users versus escalating to live support.
• Ensure terminology aligns with operational expectations.
• Utilize plan documents for delivering accurate responses.
• Align the agent experience with operational procedures and practices.
• Support engineering efforts for coherent question responses.
• Be the authority on acceptable agent behavior post-launch.
• Manage and update key operational documents and artifacts.
• Create training materials for both internal support teams and business stakeholders.
• Establish a protocol for modifying prompts and workflows as needed.
• Collaborate on prioritization of conversational AI use cases.
• Maintain a comprehensive set of test cases for critical scenarios.

Requirements

• Bachelor's degree in Computer Science, Math, Statistics, UI/UX, Process Design or equivalent experience.
• 6+ years in business analysis, conversational AI, UX writing, or related fields.
• Experience with chatbot, voicebot, and IVR system design.
• Strong ability to translate business needs into user-friendly scripts.
• Proficient in prompt design with hands-on experience in data-driven adjustments.
• Excellent writing and editing skills, especially in regulated environments.
• Ability to navigate ambiguity and set standards in evolving roles.
• Collaborative mindset with experience working with diverse teams.
• Successful history of deploying conversational AI solutions.
• Experience with regulated documentation and policy translation.

Benefits

• Flexible working environment promoting remote work.
• Comprehensive benefits package including health, dental, and vision insurance.
• Generous paid time off and support for continuous education.
• Technology stipend for maintaining remote work capabilities.
• Employee Assistance Program for personal and professional support.
• Opportunities for professional growth and development.