Senior AI Conversation Designer

· Design intuitive AI applications that prioritize user-centric interactions and seamless experiences.

· Define user intents, journeys, and decision paths to map out logical and efficient customer interactions.

· Create detailed dialog flows, scripts, and interaction models for virtual assistants, ensuring clarity and tone consistency.

· Lead conversational design workshops to uncover user needs and align stakeholders on the vision for the experience.

· Develop AI assistant personas and multimodal interaction patterns to humanize the interface.

· Advise clients on conversational strategies, providing expert guidance on UX best practices and usability standards.

· Partner with project managers on solution design and delivery.

· Manage lifecycle development, change control, and risk mitigation.

· Deliver enablement for partners and customers.

· Mentor colleagues on AI configuration and conversational design.

· Produce reusable documentation, templates, and guidelines.

· Advocate for AI and design tooling.

· Bachelor’s degree in a technical or business field (e.g., Computer Science, Information Systems, Engineering) or equivalent work experience.

· 5+ years of professional experience, including at least 1 year working with digital channels, AI, or bot-driven applications.

· Skilled in configuring AI and contact center technologies, including NLU/NLP/LLM and Agentic-powered solutions.

· Experience supporting large enterprise environments, including complex integrations and deployments at scale.

· Proficient with CRM integrations, APIs, and related ecosystem technologies.

· Knowledge of generative AI models, NLU techniques, automation principles, and emerging trends in digital customer engagement.

· Familiarity with API testing and documentation tools such as Postman and Swagger.

· Ability to design and document workflows using diagramming tools such as Lucidchart or Microsoft Visio.

· Experienced in creating detailed use cases, test plans, and UAT guidance.

· Skilled in managing customer escalations while maintaining strong client relationships.

· Analytical, inquisitive, and committed to continuous improvement.

· Creative problem-solver able to design solutions for complex challenges.

· Customer-centric with strong empathy for end users and business stakeholders.

· Team-oriented with exceptional interpersonal and collaboration skills.

· Strong facilitation and communication abilities, capable of simplifying complex AI concepts.

· Comfortable navigating ambiguity and iterating in fast-paced environments.

· Systems thinker with an understanding of how technical components and user experience interconnect.

· Early adopter of innovative technologies with a passion for experimentation.

· Strong sense of accountability, ownership, and professional presence.

· Advocate for the effective use of AI tools to improve decision-making and operational efficiency across the organization.

What’s in It for You? Join an ever-growing, market-disrupting global company where teams of top talent work in a fast-paced, collaborative, and creative environment. NICE offers endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate about innovation and thrive in dynamic settings, this is your chance to make an impact.

Flexible Work Model: Experience the NICE-FLEX hybrid model with two days in the office and three days of remote work per week, fostering collaboration and innovation while maintaining work-life balance.

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr! 

NiCE Cognigy delivers AI that works—fast, human, and enterprise-ready. As the leading AI-first CX platform built for real-world scale, we combine Generative and Conversational AI through orchestration, tools, and enterprise systems to power Agentic AI. Backed by global CX leader NiCE, we empower brands with AI Agents that redefine customer experiences and achieve measurable ROI—instantly, across every channel and in 100+ languages. 

Requisition ID: 10286

Reporting into: Senior Director, Professional Services

Role Type: Individual Contributor

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