Optimus IT Services

hybrid • BEL • senior • Не указана

Key Responsibilities * Design, configure and optimize end-to-end chatbot and voice bot conversational experiences, including conversation flows, intents, entities, fallback strategies, happy paths and edge cases. * Extend existing chatbot journeys into voice interactions, adapting dialogue structure, pacing and turn-taking while defining consistent voice personas and tone of voice. * Configure and optimize NLU models, write and test prompts for GenAI-driven conversational flows, and ensure high-quality human–AI interactions. * Structure, manage and maintain multilingual conversational content in Dutch, French and English, ensuring scalability, searchability and reusability. * Analyse conversation logs, performance metrics and breakdowns to identify root causes and prioritize improvements. * Conduct usability testing, model-quality testing and evaluation of GenAI responses before and after development. * Collaborate with Data/AI and Digital Channels squads and business stakeholders to translate requirements into technically feasible, user-friendly conversational solutions. * Define guardrails, content guidelines, quality criteria and testing routines to ensure accurate, accessible and compliant conversational experiences. * Maintain content libraries, design patterns and best practices to ensure consistency across chat and voice projects. Experience Required * At least **3 years of relevant professional experience** in conversation design, particularly chatbot design, with a strong portfolio of technical and GenAI-driven conversational work. * Understanding of **NLU fundamentals**, including intents, entities, training data and human–AI interaction principles for text and voice. * Experience with **multilingual content writing and adaptation**, including strong Dutch and French (B2/C1 or above) and English (B1/B2 or above), both written and spoken. * Comfortable working with design and prototyping tools such as **Figma, Rasa Studio** and LLM tooling. * Experience with **Agile/Scrum principles**, content structuring for scalability and reusability, and testing/evaluating chatbot and voice bot conversations using analytics, conversation logs and structured feedback. * Strong analytical, creative and problem-solving skills, with the ability to balance user needs, technical feasibility and business objectives. * Excellent collaboration, communication and stakeholder management skills, combined with independence, attention to detail and a proactive mindset. * Ability to defend design decisions, incorporate feedback, support continuous improvement and contribute to change initiatives. * Working arrangement: **50% onsite for a full-time mission**. **Nice to have:** * Knowledge of voice interaction design fundamentals, including turn-taking, latency, barge-in, silence handling and differences between spoken dialogue and written chat. * Experience supporting junior colleagues or stakeholders and advocating for change in corporate environments.