Conversational UI Writer (Technical)

Salesforce

Hyderabad, Telangana, India

Full-time

Conversation Design

Sep 22

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Job Category

Customer Success GroupJob Details

Job Title: Conversational UI Writer

Work Timings - EMEA hours

Job Details:

Salesforce Global Support is part of the Customer Success Group (“CSG”) and is a key pillar in delivering success to over 250,000 customers globally. We pride ourselves on a strong customer-centric culture, delivering a trusted world-class customer experience and offering the right level of engagement and expertise to meet customer needs. As Salesforce innovation grows and customers are digitally transforming, we expertly craft and tailor new services and offerings to ensure we’re serving our customers in the best ways possible.


The Digital Customer Support (DCS) organization within Salesforce Global Support delivers world-class digital support experiences that empower our customers to self-serve. The ideal candidate will join the DCS Content team and has a proven track record of delivering solutions with a clear customer and business impact. The candidate has deep expertise in executing transformational change that leverages new technology, process, and operating models. The individual will have a high sense of urgency, a strong executive presence, and outstanding history of partnering with a broad cross-functional organization that is laser-focused on delivering to customer needs.


Responsibilities:

As a talented and seasoned Conversational Design Writer, you’ll partner with a cross-functional team to bring your ideas to life. You will help shape the future of Salesforce and conversational chat interfaces that enable personalized, dynamic, equitable interactions that streamline user tasks and business processes. In partnership with UX Design, Product Management, Engineering, Data Science, and Content Experience, you will have the opportunity to make a huge impact while solving significant problems and creating new design patterns and paradigms.


Are you passionate about shaping the future of design for conversational experiences? In this role you will:

  • Partner closely with product owners, engineers, UX design, data science, and user research to create a vision for a unified conversational experience.
  • Function as a bridge across disciplines, such as Design, Product, Engineering, Support, Data Science, and Marketing.
  • Advocate for ethical and equitable inclusion of historically underrepresented populations, language variations, dialects, and idiolects in conversational training data.
  • Promote a culture of linguistic diversity, questioning language biases, and engendering openness towards different ways of having a conversation throughout the organization.
  • Compellingly convey your ideas to a wide range of stakeholders.
  • Identify users’ conversational needs and triangulate that against the technology of the platform.
  • Develop a strategy for conversational repair when misunderstandings occur.
  • Generate detailed specs of final conversation designs that allow Developers to build accurately.
  • Work with UX Designers, Content Experience Writers, Developers, and Quality Engineers to deliver polished, final products.
  • Craft conversation task and goal structure that moves users toward a clear goal in a transparent way.
  • Create conversation design copy that adheres to and extends Salesforce’s existing style guidelines and tone of voice.
  • Evangelize new conversation design guidelines and patterns for a chat-based experience.


Desired Experience:

  • 4-7 years of relevant work experience designing and delivering conversational products in chat, with well-rounded expertise in conversational flow architecture, conversational copy/discourse design, and prototyping for chat experiences.
  • Experience designing chatbot experiences for enterprises.
  • Experience negotiating platform functionality and architectural needs for the sake of a conversational outcome.
  • Experience building and deploying bots in builders such as Einstein Bot Builder, Dialogflow, Rasa, or other similar tools.
  • Experience designing conversations that are global in reach and optimized for users of multiple languages and abilities.
  • Experience building conversation design systems and libraries of conversational content.
  • Experience in crafting program operations around scaling Conversation Design resources and growing the practice within a corporation.
  • Seasoned in evangelizing Conversation Design principles internally across cross-functional roles and departments, focusing on design rationale beyond tactical solutions.
  • Experience using data, user research, and analytics to help make recommendations and iterate on the product.
  • Expertise in conductive evaluative research on conversational experiences including, but not limited to, Wizard of Oz testing, usability testing, and playback interviews.

Desired Skills:

  • Good technical aptitude and interest in conversational AI, machine learning & chatbots.
  • Delivering brand value and distinct moments in the user experience through the use of linguistic variation, discourse markers, and conversational style.
  • Expert knowledge of design tools such as Botsociety, or Botmock.
  • Expertise in ethically sourcing intent training data from historically underrepresented populations across myriad language variations, dialects, and idiolects.
  • Experience building and deploying bots in builders such as Einstein Bot Builder, Dialogflow, Rasa, or other similar tools.
  • Demonstrated ability to influence peers and managers, and build consensus while dealing with ambiguity.
  • Ability to teach the foundational principles and process of Conversation Design and promoting language diversity in the experience to stakeholders, customers, and partners who have little to no experience with Conversation Design.
  • An internal compass that points towards ethics and equality, and the conviction to speak up if we stray off-course.
  • A desire to be your authentic self in the workplace.

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