Location Bangalore Gurugram About Us Exotel is a leading provider of AI transformation to enterprises for customer engagement and experience With over 20 billion annual conversations across Omni channel voice agents and bots Exotel is trusted by more than 7000 clients worldwide spanning industries such as BFSI Logistics Consumer Durables E-commerce Healthcare and Education Customer expectations are evolving and businesses face the challenge of balancing the need for increased revenue optimized costs and exceptional customer experience CX Exotel steps forward as your transformative partner offering an AI-powered communication solution to address all three About the Role We are looking for a Conversational AI Designer who will define design and optimize intelligent conversations between our customers and our AI-driven voice and chatbots This role sits at the intersection of UX design linguistics AI behavior and customer experience and will play a key part in shaping how businesses interact with their users via Exotel s platforms If you are passionate about crafting natural intuitive and purposeful conversations between humans and machines we want to talk What You ll Do Design human-like conversational flows across voice and chat Partner with clients to understand their consumers and use cases to design the bots goals intent and success criteria Collaborate internally with product managers engineers and customer-facing teams to deliver the clients requirements Write explicit concise and context-aware bot dialogues prompts and fallbacks that sound helpful and human Partner with Product teams to test conversation designs and iterate based on user feedback and data Apply principles of linguistics behavioral psychology and UX writing to create intuitive and low-effort user journeys Maintain and optimize a conversation library templates tone guides intents fallbacks Contribute to AI training helping define intents utterances edge cases and user expectations Identify conversation friction points using transcripts analytics and feedback to improve success and containment rates Define tone persona and escalation strategy for bots across different verticals and use cases Requirements Must-Have 5-9 years of experience designing conversations for chatbots IVRs voice assistants or similar platforms Deep understanding of UX writing dialogue flow design and customer empathy Experience working with AI platforms Ability to design for voice-first experiences IVR smart assistants and chat-based interfaces Experience with tools for conversation design Strong writing skills with a focus on clarity brevity and tone Familiarity with NLP concepts intents utterances confidence thresholds fallbacks etc Nice-to-Have Experience in B2B SaaS or customer support domain Basic understanding of analytics CSAT containment rate deflection etc Exposure to Indian languages and multilingual bot design Background in linguistics psychology cognitive science or communication design