Conversational UX Specialist

Omilia: Shaping the Future of Customer Conversations

At Omilia, we’re not just building technology; we’re defining the next generation of customer interactions. As pioneers in Conversational AI and Virtual Agent solutions, we empower global enterprises with cutting-edge voice and chat experiences that are intuitive, intelligent, and incredibly human-like.

Join Us as a Conversational UX Specialist

We are looking for a talented and passionate Conversational UX Specialist to join our Solution Optimization team. In this pivotal role, you will be the driving force behind crafting exceptional user experiences within our AI-powered systems. You’ll blend creativity with data analysis to design, validate, and refine conversational flows, ensuring they are not only delightful for users but also deliver measurable business impact.

As our primary expert in conversation design, you will analyze real user interactions, identify opportunities for improvement, and implement solutions that elevate the user journey and optimize key performance indicators (KPIs).

Crafting Seamless Conversation Experiences

Lead Conversation Design: Serve as the go-to expert for conversational AI design, guiding cross-functional teams to align on best practices and ensure user experience excellence that directly supports business objectives.

Build Scalable Designs: Develop conversational architectures that are inherently scalable, modular, and easy to maintain, future-proofing our solutions against evolving business requirements.

Translate Needs into Impact: Transform complex business challenges into clear, actionable, and user-centered design solutions that enhance engagement and achieve organizational goals.

Champion User-First Principles: Effectively communicate and present your design concepts to business stakeholders, advocating for user needs while ensuring alignment with strategic company priorities.

Collaborate on Technical Feasibility: Work closely with project delivery teams to ensure your designs are technically sound, feasible within our technology stack, and optimized for performance.

Document and Benchmark: Maintain comprehensive documentation of design decisions, system structures, and user journeys. Continuously track and benchmark core KPIs across features and industries to identify optimization pathways and uphold industry best practices.

Stay Ahead of the Curve: Remain current with the latest trends, methodologies, and principles in conversational AI design to deliver innovative, accessible, and highly functional solutions.

Optimizing Performance Through Data

Analyze and Refine: Proactively analyze existing conversational designs and user interactions to pinpoint inefficiencies or ‘broken’ processes, proposing and implementing data-informed fixes.

Leverage Interaction Data: Dive deep into user interaction data and conversation transcripts to uncover insights that drive bot performance enhancement and boost user satisfaction.

Drive Iterative Improvement: Utilize insights gained from data analysis to fuel a continuous cycle of optimization and refinement for conversational experiences.

Measure Success by KPIs: Ensure all design enhancements are aligned with and measured against key performance indicators to clearly demonstrate their positive impact.

What You’ll Bring to the Team

Essential Skills & Experience

Educational Foundation: A Bachelor’s degree in a relevant field such as Linguistics, Computer Science, UX Design, Psychology, or equivalent professional experience is required.

Proven Expertise: Demonstrated experience in UX design and/or a strong background in requirement analysis, design, and optimization of Conversational AI systems. You should possess a solid understanding of conversational UX principles and best practices.

Masterful Copywriting: Exceptional skill in writing clear, concise, engaging, and natural dialogue specifically for conversational interfaces.

Bilingual Proficiency: Excellent verbal and written communication skills in both English and Spanish are a must.

Communication Prowess: Outstanding communication skills, with the ability to effectively interact in customer-facing scenarios.

User-Centric Mindset: A genuine passion for user experience, coupled with strong design sensibilities and deep empathy for end-users.

Your Profile

Ambitious, enthusiastic, and possessing a strong growth mindset. You combine sharp analytical skills with creative problem-solving abilities.

You are meticulous, with a keen eye for detail, and consistently deliver high-quality work, even under tight deadlines.

Highly organized, capable of managing projects independently or collaborating effectively within a team.

Comfortable and productive working in a fully remote, digital-first environment.

Bonus Points (Nice to Have)

AI/GenAI Experience: Hands-on experience designing UX for AI-driven bots (like chatbots and voicebots) or familiarity with Generative AI solutions.

Conversational Systems Background: Experience with automated dialogue systems (voice or chat). Production-level knowledge of NLU/NLP solutions is a significant plus.

Multilingual Skills: Proficiency in additional languages such as French and/or German.

Why Join Omilia?

Competitive Compensation: Receive a fixed, competitive salary.

Stability & Growth: Enjoy long-term employment with generous vacation days.

Invest in Yourself: Access opportunities for professional development, including courses and training.

Make a Global Impact: Be part of creating successful, cutting-edge technology products that are transforming the service industry worldwide.

Collaborative Environment: Work alongside proficient, supportive, and fun colleagues.

Equipped for Success: We provide you with Apple gear to do your best work.

Our Commitment to Diversity and Inclusion

Omilia is a proud equal opportunity employer. We are deeply committed to cultivating a diverse and inclusive workplace where everyone feels welcome, valued, and empowered. We believe that diverse perspectives enrich our team and fuel our collective success. All eligible candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, heredity, disability, age, veteran status, or any other characteristic protected by law.

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