Conversation Designer II

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about.  

Overview:

The successful candidate has an opportunity to join a high-performing team in a fast-paced and driven organization

You will: 

• Design effective, innovative, and delightful conversational experiences using user-centric design methodologies and LLM prompting technologies
• Work with major enterprise brands to understand their business goals, their customer personas and intents to define an automation roadmap
• Review and provide feedback on other designer’s work. Prioritize design work to meet project goals and deadlines
• Lead design workshops and conduct user research where appropriate, to tie insights to business results
• Research and analyze intents and the associated customer journeys. Evaluate when NLU vs Gen AI is appropriate to solve the job to be done
• Create bot design documents, including bot personas, example dialogs, conversation flow diagrams, error handling patterns, knowledgebase structure, and prompts
• Create and iterate on prompts and prompt architecture to produce prototypes for client review
• When not using Gen AI, define the intent domain for natural language understanding and how it maps in to conversation designs
• Review customer transcripts to identify gaps in the conversation design; modify design patterns to bridge those gaps
• Write copy suitable for automated conversations in the messaging medium
• Interpret bot performance metrics to hypothesize where design changes can be made and tested to drive specific goals
• Create and evangelize conversation design best practice standards, reusable design patterns, prompts,  and processes
• Contribute to the team’s conversational design system and global prompts
• Collaborate with project managers, optimization managers, bot developers, and bot design analysts (tuners) to execute on bot implementation
• Demonstrate effective verbal and written communication to internal executives, C-level clients, partners, and team members

You have:

• Advanced experience in bot strategy, conversation design and optimization. Can produce a portfolio of example work
• 3-5+ total years of related experience
• 2+ years in Conversation Design, or 3+ years in a UX service design or UX writing related role
• Prior hands-on experience with Generative AI is preferred
• Exceptional written and verbal communication skills, having presented design thought leadership to diverse audiences, from client executives to technical team members Knowledge of Prompt design best practices and working with LLMs

• Knowledge of Natural Language Understanding technologies and platforms such as  Dialogflow, Watson, LUIS, etc. and how it impacts conversation designs
• Knowledge of conversational channels such as web messaging, voice, SMS, Whatsapp, etc. and what the advantages and disadvantages are of each
• We consider diverse backgrounds - you may be a UX designer with a knack for language, or a Communications/Linguistics major with a knack for design thinking, or a prompt engineer or data scientist  with experience in design/ux
• Contact center and/or customer service experience a plus
• Design team management experience or strong interest to gain design management & design delegation responsibilities is a plus
• Bachelor’s Degree in design, human-computer interaction (HCI), or equivalent professional experience

Benefits: 

The salary range for this role will be between $86,000 to $ 110,000. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications. During the phone screening, your recruiter will provide the location-specific salary range for this role. Regardless of your personal situation or where you are in the world, LivePerson offers comprehensive and great benefits programs to meet your needs:

• Health: medical, dental, and vision insurance and wellbeing resources and programs
• Time away: Public holidays and discretionary PTO package for flexible days off with manager approval
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave, maternity support, fertility services
• Development: Access to internal professional development resources.
• Additional: 24/7 access to professional counselors, voluntary insurance coverage, exclusive perks and discounts
• #LI-Remote

Why you’ll love working here: 

LivePerson is a hub for the ever-curious and proactive, offering a flexible work-life balance tailored to individual needs. With offices and WeWork locations worldwide, our flexible work policy provides our teams the freedom to work from their preferred environment. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information.  This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address.

LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information and other related banking information. If you have any questions and or concerns, please feel free to contact [email protected]