Agentic UX / Conversation Designer

Stack

Responsibilities

• ▹Lead end-to-end conversational UX and dialogue design for the flagship Customer Care Voicebot and Agentic Chatbot across speech (Avaya) and digital channels (Genesys, mobile app)
• ▹Define and document voice personas, turn-taking behaviour, barge-in rules, fallback strategies and human-agent escalation logic
• ▹Craft, test and optimize prompt engineering strategies for conversational LLMs/SLMs (Amazon Bedrock, SageMaker) tuned for spoken, multi-turn dialogue in Azerbaijani
• ▹Map multi-agent hand-off workflows, intent routing, tool invocation contracts (MCP gateways / APIs) and RAG retrieval paths with AI Engineers and Architects
• ▹Integrate offer decisioning contracts, CVM uplift model scores and Next-Best-Offer outputs into the bots' dialogue decision layers
• ▹Establish dialogue NFR baselines, acceptance criteria and quality metrics to guarantee round-trip conversational voice latency
• ▹Run regression testing and evaluation benchmarking for prompt and agent version updates using Amazon Bedrock AgentCore and prompt management tools
• ▹Review call and chat transcriptions with data labeling and customer care teams to analyze intent drop-offs, dialect edge cases and dissatisfaction signals and iterate on dialogue flows
• ▹Design guardrails, content safety mechanisms and privacy-compliant interaction flows in line with Azerbaijani personal data law
• ▹Support user acceptance testing, regression testing and production hypercare

Requirements

• ▹3+ years of hands-on experience as a Conversation Designer, Agentic UX Designer, Voice UX Designer or Technical Business Analyst in conversational AI, voicebots and chatbots
• ▹Strong domain knowledge of real-time voicebot/chatbot architecture: STT (Whisper ASR), LLM dialogue orchestration and TTS pipelines

Soft skills

About the company

N-iX's client is the largest mobile network operator in Azerbaijan, offering fixed and mobile telephony, internet, wireless broadband and value-added services. The programme accelerates Data and AI initiatives on a secure hybrid AWS foundation while modernizing the IT estate.