Conversational Designer

Directly

United States Remote

Full-time

Oct 18

This job is no longer accepting applications.

About the job

The Darwin team at Directly is building a next-generation chatbot that combines machine learning and a gig workforce to power automation. This role is an exciting opportunity to contribute to the direction of the product we’re building in parallel to designing great conversational experiences.


As a Conversational Designer, you will be responsible for overseeing the design and quality assurance of text-based chatbot conversations for a variety of clients. You will be responsible for researching and designing chatbot conversations that are clear, simple, and conversational, and align with established chatbot and user experience standards. You’ll design intuitive conversation flows, write natural, conversational, and personalized dialog, and anticipate user responses. You’ll collaborate closely with the architects that implement the dialogs, and perform quality assurance on the implementation and usability of the dialogs. Potential opportunities to learn implementation using the bot builder platform.


What You'll Do

  • Design innovative, user-focused conversational interfaces for Darwin’s customers
  • Perform independent research on company customer service policies, as well as collaborate with Darwin customers to understand and translate company policies into effective conversation designs
  • Write dialog and other related copy for conversational experiences that align with best practices and brand guidelines
  • Create and refine thorough, accurate flow diagrams and other related documentation to communicate the behavior of a complete conversational system
  • Understand how data from API calls, databases, and other 3rd party systems fit into the design and collaborate with developers on implementing solutions
  • Work directly with developers/architects to build and iterate on your designs
  • Perform quality assurance on the implementation of your designs
  • Analyze transcripts of user interactions and design and propose optimizations to dialogs based on user behavior
  • Contribute to product requirements and definition of gig platform

What We're Looking For:

  • At least 3 years experience in conversation design
  • Experience presenting to customers and proven experience influencing customers
  • Native-level English fluency
  • Clear, precise, and compelling communications skills, both verbal and written
  • Excellent eye for detail and an understanding of each step of the conversation design process
  • Familiarity with Natural Language Understanding (NLU)
  • Ability to interact and collaborate effectively with others

Bonus Points

  • Experience in the messaging, virtual assistant, chatbot, automation, and conversational AI realm
  • Industry experience in customer support, CX, and the gig-economy

At Directly, we are committed to building a dynamic and inclusive community where everyone can do the best work of their lives. Directly is an equal opportunity employer and committed to creating an inclusive environment. We hire, develop, and retain the most talented individuals by celebrating our diverse cultures, perspectives, skills, and experiences.


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Directly is a pioneer in customer service for many of the world’s leading brands. Many of the world’s leading brands partner with Directly to support customers with cutting-edge AI and on-demand customer service that consumers love.


Companies like Airbnb, Microsoft, and Samsung improve their customer experience, boosting CSAT by up to 20% while significantly reducing contact center volume and saving millions per year.


Directly is based in San Francisco and backed by Microsoft’s M12 Ventures, Samsung NEXT, True Ventures, Costanoa Ventures, Industry Ventures, Triangle Peak Partners, and Northgate Capital.


We have an amazingly talented team focused on collaboration and melding together creativity, technology, and data-driven insights. Come join us and contribute to our culture of curiosity, authenticity, and innovation!

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Directly

Leading brands use Directly to support customers with cutting-edge AI and on-demand customer care.

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