Senior Conversation Designer

LivePerson

USA Remote

Permanent

Jan 8

This job is no longer accepting applications.

LivePerson is an expert based culture, built on the drive and passion of smart people! Our business is growing and we are looking for people like you!

LivePerson is the global leader in conversational commerce solutions and we aim to make life easier for people and brands everywhere through trusted conversational AI. Our 18,000 customers, including leading brands like HSBC, T-Mobile, Virgin Atlantic, RBS and Liberty Global, use our conversational commerce solutions to orchestrate humans and AI at scale, to create a convenient, deeply personal relationship — a conversational relationship — with their millions of consumers.

Over the next three years, our goal is to transform the 268 billion analog phone calls between a brand and its consumers to digital on the Liveperson Conversational Cloud. By doing this, we enable consumers to get back time and experience a more connected relationship with the brand in which sales, service, marketing, branches, stores, and contact center’s become a unified experience. 

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

In this role you will:

  • Design effective, innovative, and delightful conversational experiences using user-centric design methodologies
  • Work with major enterprise brands to understand their business goals, their customer personas and intents to define an automation roadmap
  • Conduct user research where appropriate and tie insights to business results
  • Research and analyze intents and the associated customer journeys. Evaluate when bots are appropriate and in what form
  • Create bot design documents, including bot personas, example dialogs, conversation flow diagrams, error handling patterns
  • Define the intent portfolio 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
  • Review and give feedback on designs from peers, including mentoring colleagues who may or may not be designers
  • Create and evangelize conversation design best practice standards, reusable design patterns and processes 
  • Collaborate with Gainshare project managers, optimization managers, bot developers, and bot tuners to execute on bot implementation
  • Demonstrate effective verbal and written communication to internal executives, C-level clients, partners, and team members

Preferred skills and experience:

  • Experience in bot strategy, conversation design and optimization and can produce a portfolio of example work. 
  • 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 game designer with experience on dialogue systems, etc. 
  • Exceptional written and verbal communication skills, having presented design thought leadership to diverse audiences, from client executives to technical team members 
  • Knowledge of Natural Language Understanding technologies and platforms such as Dialogflow, Watson, LUIS, etc. and how it impacts conversation designs
  • Knowledge of messaging channels such as web messaging, SMS, Whatsapp, etc. and what the advantages and disadvantages are of each
  • Contact center and/or customer service experience a plus
  • Bachelor’s Degree in design, human-computer interaction (HCI), or equivalent professional experience

We care about you.

LivePerson works hard to create a positive employee experience. Your life outside of the office is important to us. We support our teams with great benefits, like pension plans, paid parental leave, and a competitive 28 days of paid time-off that enables our family to take the time they need to recharge.


We want you to feel part of our LivePerson family. 

Frequent team events, daily breakfast and happy hours on occasion (and there are lots of those) will help you settle quickly into your new workplace.. And - our holiday parties are a blast!

You can read more about LivePerson and Our Principles here - https://www.liveperson.com/company/#guiding-principals


Our company believes that equal opportunities for all genders is something that has been overlooked for too long. 

To shake up the industry, LivePerson CEO Robert Locascio recently launched the Equal AI initiative - established to focus efforts on eradicating gender bias in AI engineering. We are also keen on getting women enthusiastic about software engineering by sponsoring “WomenHack” and “Female’s Favor{IT}e Conference” events globally.

LivePerson provides equal employment opportunity without regard to an applicant’s race, color, age, national origin, religion, sex, gender identity or expression, sexual orientation, veteran status, disability, pregnancy, genetic information, or any other status protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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