About Firstsource
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Role: AWS Connect Conversational AI Designer
Exp: 2-5 years
Location: Remote
Job Overview:
The role has the accountabilities of designing intuitive, natural-sounding conversational experiences (IVR and chat) on Amazon Connect and Amazon Lex , partnering with developers, CX and client teams to translate customer journeys into effective self-service dialogue.

Key Roles and Responsibilities:
Design end-to-end conversational flows (voice IVR and chat) for Amazon Connect and Amazon Lex bots based on customer journey maps
Write and refine voice user interface (VUI) scripts, prompts, error/fallback messaging and re-prompt strategies
Define intents, utterances, slots and dialogue management logic for Amazon Lex/Lex v2 bots
Design persona, tone of voice and conversational style guidelines aligned to client brand and CX standards
Collaborate with AWS Connect developers to translate conversation designs into Contact Flows and Lex bot configurations
Map customer journeys and self-service use cases, identifying opportunities for containment and deflection
Conduct usability reviews, dry runs and call/chat transcript analysis to identify friction points and refine dialogue




Partner with QA teams to define test scripts and validate conversational flows across intents and edge cases
Use Contact Lens and conversation analytics to identify drop-offs, misroutes and opportunities for improvement
Support integration of generative AI capabilities (e.g., Amazon Q in Connect) into conversational experiences
Document conversation flows, sample dialogues, intent/utterance libraries and design rationale
Participate in requirement gathering and design workshops with client stakeholders and CX teams
Iterate on live conversational designs based on production performance and customer feedback

Key Capabilities and Experience
2–4 years of experience in conversation design, VUI/UX writing, or IVR/chatbot scripting
Hands-on experience designing bots/flows using Amazon Lex, Amazon Connect, or comparable conversational AI platforms
Solid understanding of NLU concepts — intents, utterances, slots, entities and dialogue management
Excellent writing skills with an ear for natural, concise and on-brand conversational language
Strong understanding of contact center customer journeys and omni-channel customer experience
Ability to read and interpret call/chat transcripts and analytics to iterate on designs
Familiarity with flow-charting/prototyping tools (e.g., Lucidchart, Miro, Visio) for documenting conversation flows
Working knowledge of Contact Lens analytics and reporting
Ability to collaborate closely with developers, QA and client stakeholders in an agile delivery environment
Basic understanding of AWS ecosystem and serverless concepts (Lambda) is a plus

Qualifications
Graduate degree in Linguistics, Communications, Human-Computer Interaction, English, Computer Science or related fields
Certification/coursework in Conversation Design, VUI Design or Amazon Lex – Preferred

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

📌 AWS Connect Conversational AI Designer (Hyderabad)
🏢 Firstsource
📍 Hyderabad