Job
- Level
- Experienced
- Job Field
- Data, UX/UI
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- from 65.000 € Gross/Year
- Location
- Vienna
- Working Model
- Full Remote, Hybrid, Onsite
Job Summary
In this role, you will create dialogue flows for AI systems, design interactive customer communication across various channels, and optimize conversational designs to enhance user experience.
Your role in the team
- You design all interactions between customers, employees, and our AI systems via chat, voice, email, and agent assist, thereby significantly shaping the customer experience of our AI solutions in the customer service sector.
- You develop structured conversational flows including intents, states, decision logic, and fallback mechanisms, ensuring that dialogues are efficient, understandable, and goal-oriented. In doing so, you design LLM-based agent dialogue logic, create prompts, and system instructions for an optimal conversation flow.
- You develop language-optimized dialogue logics for the Voicebot, interaction patterns for the Mailbot, as well as assistance processes such as guidance, answer recommendations, and summaries for Agent Assist functions.
- You ensure a consistent tone and a uniform experience across all Customer Service AI systems—across channels and based on clearly defined dialogue objectives.
- You define quality standards, guidelines, and design principles for AI interactions in customer service, create training materials, documentation, and style guides, and coordinate on compliance and data governance. For this purpose, you also conduct regular audits of active dialogues, derive optimization measures, and continuously improve interaction quality.
- You work closely with all AI Product Managers, Knowledge Management, CDC, Prompt/Model Teams, and Process Journey Experts, integrating feedback, insights, and results from transcription analyses into the designs.
- You conduct user tests, flow simulations, prompt validations, and end-to-end tests, utilize analytics and error analyses, and systematically measure KPIs such as solution rates, recognition quality, dialogue drop-offs, and completion rates.
This text has been machine translated. Show original
Our expectations of you
Qualifications
- Very good understanding of NLP/NLU, Conversational AI, Generative AI, and Prompt Design.
- Creative, structured, and analytical working style with a high quality standard.
- Excellent written communication skills in German and English, with the ability to articulate complex content precisely.
Experience
- Professional experience in Conversational Design, Interaction Design, Customer Experience, or AI-based dialogue systems is advantageous.
- Experience in designing complex dialog flows and LLM-based autonomous interactions.
- Experience in cross-functional collaboration with IT, CDC, CX, Knowledge teams, and business units.
This text has been machine translated. Show original
Benefits
Work-Life-Integration
- 🏠Home Office
- 🚌Excellent Traffic Connections
- 🏝Extra Holidays
- ⏸Educational Leave/Sabbatical
- ⏰Flexible Working Hours
Food & Drink
Health, Fitness & Fun
Job Locations
Topics that you deal with on the job
This is your employer
A1 Telekom Austria AG
Wien
A1 is Austria's leading communications provider, with over 5.5 million mobile customers and nearly 2.3 million landline subscribers. Customers benefit from a comprehensive suite of offerings, including voice calls, internet access, digital cable TV, data and IT solutions, value-added services, wholesale services and mobile business and payment solutions
Description
- Founding year
- 1995
- Language
- German, English
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Dev Reviews
by devworkplaces.com
Total
(3 Reviews)3.6
Culture
3.6Workingconditions
3.9Career Growth
3.7Engineering
3.2
AI Interaction Designer
- Salary
- from 65.000 € Gross/Year
- Location
- Vienna
- Working Model
- Full Remote, Hybrid, Onsite
- Diversity
- Open for all genders
