Job Description

Day to Day Responsibilities of this Position and Description of Project: Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you're interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay - a company you can be proud to be with. We are seeking a highly skilled and experienced Conversational Designer to join our team. You will be responsible for designing and developing conversational interfaces for eBay's customer self-service and agent-facing productivity solutions. You will be part of a tightly knit team with our product managers, business analysts, developers, and customer service managers. Our goal is to create engaging and effective conversational experiences that meet the needs of our customers and improve their overall experience with eBay. Your designs will be implemented on an industry-leading chatbot and IVR platform. We will give you an opportunity for growth by leveraging the latest LLM-based AI technologies into our customer service experiences. Key Responsibilities: Collaborate with product managers, business analysts, developers, and customer service teams to understand customer needs and design conversational experiences that meet those needs Create conversation flows, scripts, and user personas to guide the development of conversational interfaces Conduct user research and testing to ensure conversational interfaces are effective and engaging Continuously improve conversational interfaces based on user feedback and data analysis Stay up-to-date with industry trends and best practices in conversational design and AI technology Requirements: Bachelor's degree in design, computer science, or a related field 3+ years of experience in conversational design or related field Strong understanding of conversational AI technology and best practices Experience designing and developing chatbots, IVR systems, or other conversational interfaces Excellent communication and collaboration skills Strong problem-solving and analytical skills Ability to work independently and in a team environment Experience with the following topics will be considered a plus: Hands-on experience with Kore.ai BotBuilder, Google Dialogflow CX, or some other conversational AI creation environment Experience with Generative AI and Large Language Models Experience with UX design and user research If you are a creative thinker with a passion for designing engaging and effective conversational experiences, we encourage you to apply for this exciting opportunity. Will this candidate interface with IT and business teams? If so, which internal/external groups? Automated self-service - IVR response system and support chat bot Consolidating both and moving the IVR into the same technology and using one bot into one chat bot into one interface and will speak and understand Major piece of work ahead to take existing chat bot designs and make them work on the voice channelvoice channel is more fragile and more intricate Able to take existing design and adapt the design to work on the phone and have one set of logic Work with existing flows and understand d the eBay business Working with 3 designers and business analysts and engineers who will implement those designs How does this project impact the line of business or eBay as a whole? Required Skills (top 3 to 5/ non-negotiables): What you like to see on resumes? (nice to have) 1 Experience in IVR- conversational and human language and designing experience 1 Gen AI experience 2 Experience in Chatbot design 2 VoiceFlow or similar experience 3 Looking for someone strong in Voice design specifically 3 Kore.AI experience 4 LucidChart experience 4 German language 5 5 Disqualifiers or Dislikes on Resumes: N/A Education Requirement: Minimum 5-7 years of experience Looking for someone who has Senior experience and has the leadership qualities/experiences No degree required but must have relevant experience Required Testing: Portfolio: Format all are welcomed Shows their projects and highlight the framework and how they made it worked and it Software Skills Required: LucidChart, Voiceflow or similar Required Certifications: NA Preferred companies/industries: eCommerce, Retail, any industry that has a need of sophisticated self-service Candidate Value Proposition: Previous AWF: Too junior and couldn't drive the team and make the right/intuitive choices and bring up ideas within team meetings Difficult Aspects of Role: Starting from existing design and needing to change the behavior from the chat channel and mold it. It is pretty heavy with options currently and it is difficult to transition it to what is needed. ACL Digital

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