LivePerson

Conversation Designer II

United States

Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Enterprise SoftwareIndustries

Position Overview

  • Location Type: Remote
  • Employment Type: Full-time
  • Salary: Not specified

LivePerson is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about.

This role offers an opportunity to join a high-performing team in a fast-paced and driven organization.

Responsibilities

  • Design effective, innovative, and delightful conversational experiences using user-centric design methodologies and LLM prompting technologies.
  • Work with major enterprise brands to understand their business goals, their customer personas and intents to define an automation roadmap.
  • Review and provide feedback on other designer’s work. Prioritize design work to meet project goals and deadlines.
  • Lead design workshops and conduct user research where appropriate, to tie insights to business results.
  • Research and analyze intents and the associated customer journeys. Evaluate when NLU vs Gen AI is appropriate to solve the job to be done.
  • Create bot design documents, including bot personas, example dialogs, conversation flow diagrams, error handling patterns, knowledgebase structure, and prompts.
  • Create and iterate on prompts and prompt architecture to produce prototypes for client review.
  • When not using Gen AI, define the intent domain for natural language understanding and how it maps in to conversation designs.
  • Review customer transcripts to identify gaps in the conversation design; modify design patterns to bridge those gaps.
  • Write copy suitable for automated conversations in the messaging medium.
  • Interpret bot performance metrics to hypothesize where design changes can be made and tested to drive specific goals.
  • Create and evangelize conversation design best practice standards, reusable design patterns, prompts, and processes.
  • Contribute to the team’s conversational design system and global prompts.
  • Collaborate with project managers, optimization managers, bot developers, and bot design analysts (tuners) to execute on bot implementation.

Requirements

  • Advanced experience in bot strategy, conversation design and optimization.
  • Portfolio demonstrating successful conversational design projects.

Application Instructions

  • Details not provided.

Skills

User-Centric Design
LLM Prompting Technologies
Conversation Design
User Research
Bot Design
Dialog Flow
Error Handling
Knowledge Base Structuring
Prompt Engineering

LivePerson

Digital customer engagement and communication tools

About LivePerson

LivePerson provides businesses with tools to engage with their customers through digital channels. Their main product, LiveEngage, facilitates real-time interactions via live chat, messaging, and AI-driven bots across various platforms like websites, mobile apps, and social media. LivePerson's subscription-based model allows clients to access a suite of tools, including APIs and SDKs, to manage customer interactions and analyze performance. Unlike competitors, LivePerson focuses on enhancing customer experience with features like "click to message" and "click to chat," which enable direct communication from digital platforms. The company's goal is to improve customer service and engagement for businesses, ultimately leading to increased sales and satisfaction.

New York City, New YorkHeadquarters
1995Year Founded
$40.5MTotal Funding
IPOCompany Stage
Data & Analytics, Consumer Software, Enterprise SoftwareIndustries
1,001-5,000Employees

Benefits

Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
401(k) Company Match
401(k) Retirement Plan
Paid Vacation
Paid Sick Leave
Paid Holidays
Parental Leave
Family Planning Benefits
Fertility Treatment Support
Professional Development Budget
Tuition Reimbursement
Wellness Program
Mental Health Support
Flexible Work Hours
Remote Work Options
Employee Stock Purchase Plan

Risks

Emerging AI platforms could erode LivePerson's market share with competitive pricing.
Rapid AI advancements may require significant R&D investment to maintain competitiveness.
Data privacy concerns and regulatory changes could impact LivePerson's operations.

Differentiation

LivePerson's Conversational Cloud platform offers seamless AI-driven customer engagement solutions.
The company partners with industry leaders like Telnyx to enhance real-time communication.
LivePerson's subscription-based model ensures a steady revenue stream from diverse industries.

Upsides

Increased adoption of AI-driven solutions boosts LivePerson's market presence.
Recognition in Inc.'s 2024 Power Partner Awards enhances LivePerson's B2B reputation.
Partnerships with companies like Capitec expand LivePerson's customer service capabilities.

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