Job Description

The Conversational UX Specialist owns the design quality of Omilia's conversational experiences within the Solution Optimization team. The role designs user-centric conversational flows and continuously validates and refines them using real interaction data — closing the loop between design intent and actual system performance. As the primary point of expertise for conversational UX inside Omilia, this person analyzes live conversational interactions to catch where design assumptions break down, drives fixes, and uses that analysis to improve business KPIs and overall solution quality across accounts.

Accountabilities

• Act as the primary resource for conversational AI design, influencing and aligning cross-team efforts to ensure an optimal user experience and alignment with business KPIs.
• Own the end-to-end quality of conversational UX design, ensuring flows are scalable, modular, and maintainable to support future business needs.
• Drive solution optimization by analyzing conversational designs and interaction data to identify broken processes and deliver measurable performance improvements.
• Ensure design decisions are technically viable by partnering with delivery teams and translating business needs into actionable, user-centric solutions.
• Maintain benchmarking of core KPIs across features, services, and relevant domain/industry verticals to identify optimization opportunities and uphold best practice.

Key Responsibilities

• Design conversational flows that are scalable, modular, and maintainable, enabling efficient adaptation to future business needs.
• Translate complex business needs into actionable, user-centric design solutions that enhance user experience and achieve organizational objectives.
• Present design concepts effectively to business teams and stakeholders, advocating for user-first principles while aligning with company goals.
• Collaborate with project delivery teams to ensure design solutions are technically viable and optimized for the existing technology stack.
• Create and maintain comprehensive documentation of design decisions, conversational systems, and user flows to facilitate team alignment and future design projects.
• Track benchmarking for core KPIs across features, services, and relevant domain/industry verticals to compare performance and identify optimization opportunities.
• Analyze existing conversational designs to identify broken processes, propose fixes, and implement optimized solutions.
• Evaluate user interactions and conversation data to uncover areas for improvement, enhancing bot performance and user satisfaction.
• Leverage insights from data analysis to drive continuous, iterative optimization of conversational experiences.
• Stay informed about the latest trends, best practices, and principles in conversational AI design to deliver cutting-edge, accessible, and functional solutions.

Requirements

Knowledge, Skills & Experience

Required:

• Bachelor's degree in a relevant field (e.g., Linguistics, Computer Science, UX Design, Psychology) or equivalent professional experience.
• Proven experience in UX design and/or requirements analysis, design, and optimization of Conversational AI systems, with a strong understanding of conversational UX principles and best practices.
• Skilled in crafting clear, engaging, and natural dialogue for conversational interfaces (copywriting proficiency).
• Excellent command of spoken and written English.
• Exceptional communication skills, with the ability to work effectively in customer-facing roles.
• A passion for user experience, with strong design sensibilities and deep empathy for end users.
• Ambition, enthusiasm, and a growth mindset, coupled with strong analytical and creative thinking abilities.
• Meticulous attention to detail and the ability to deliver high-quality work within tight deadlines.
• Highly organized and capable of managing solo or collaborative assignments effectively.
• Comfortable working in a fully remote, digital-first environment.

Nice to have:

• Hands-on experience designing UX for AI-driven bots, including chatbots and voicebots, or familiarity with Generative AI solutions.
• Experience with conversational automated dialogue systems (voice or chat-based); production-level knowledge of NLU/NLP solutions is a strong plus.
• Proficiency in additional languages such as Spanish, French, and/or German.

Benefits

• Fixed compensation;
• Long-term employment with the working days vacation;
• Development in professional growth (courses, training, etc);
• Being part of successful cutting-edge technology products that are making a global impact in the service industry;
• Proficient and fun-to-work-with colleagues;
• Apple gear.

Omilia is proud to be an equal opportunity employer and is dedicated to fostering a diverse and inclusive workplace. We believe that embracing diversity in all its forms enriches our workplace and drives our collective success. We are committed to creating an environment where everyone feels welcomed, valued, and empowered to contribute their unique perspectives without regard to factors such as race, color, religion, gender, gender identity or expression, sexual orientation, national origin, heredity, disability, age, or veteran status, all eligible candidates will be given consideration for employment.