Senior Manager _Digital Consultant Conversation Design_Pune

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture

We are seeking a Conversational Designer to conceptualise and design engaging conversational experiences across multiple channels. This role involves working within a cross-functional team of analysts and developers to apply automation and AI technologies, primarily conversational AI (chatbots), to deliver seamless end-to-end service experiences. You will transform user needs into actionable solutions using conversational AI frameworks and ensure ethical and responsible AI principles are applied throughout.

Craft high-level and detailed conversational scripts, task flows, and mock-ups for chat and voice interactions.Collaborate with IT development, testing teams, analysts, and vendor partners to implement intents, training phrases, entities, and business rules.Develop and execute user testing scenarios for new and existing conversational experiences.Integrate feedback from users and stakeholders to optimise virtual agent interactions.Apply NLP, sentiment analysis, intent classification, dialogue flows, and speech technologies to design processes.

4+ years of experience in scripting and testing conversational UX using chatbot frameworks (e.g., Watson, LUIS, DialogFlow, Amazon Lex).Proven experience as a UX writer or content developer within product-focused UX organisations.Hands-on experience in storyboarding UX flows and using design tools (Voiceflow, Botsociety, BotMock, etc.).Strong understanding of multimodal design (voice + visual) and user-centric innovation.Technical proficiency in NLP, Node.js, JSON, and Agile practices.Degree in Computer Science or related discipline; specialisation in HCI, Linguistics, or Information Sciences preferred.

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

Opportunity to work on cutting-edge conversational AI technologies.Exposure to global markets and cross-functional collaboration.A chance to shape the future of digital customer experiences.

Advanced conversational design techniques and tools.Ethical AI principles and compliance standards.Data-driven optimisation and analytics for virtual agents.

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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