Agentic UX / Conversation Designer (#5862)

We are looking for a Agentic UX/Converation Designer to join our team!

Our client is Azerbaijani telecommunications company and the largest mobile network operator in Azerbaijan. The main products are: Fixed telephony, Mobile telephony, Internet services, Wireless broadband, and Value-added services. The primary goal is to accelerate the client’s Data & AI initiatives via a secure, hybrid cloud foundation on AWS while systematically modernizing the IT estate as part of the AWS MAP 2.0 program.

Key Project Objectives include:

• Cloud Foundation & Landing Zone: Deploy target hybrid network architectures, establishing a secure AWS Landing Zone Accelerator (LZA) and hybrid Data/AI platforms on AWS.
• Security, Compliance & Sovereignty: Operationalize on-premises data de-identification and Format Preserving Encryption (FPE) tokenization (achieving zero raw PII in the cloud), fully adhering to Azerbaijani Personal Data Law No. 998-IIIQ and Critical Information Infrastructure Rules (Resolution No. 229).
• AI Chatbot & Real-Time Voicebot Implementation: Develop and operationalize a flagship Customer Care Voicebot (STT → LLM → TTS pipeline) and Agentic Chatbot targeting < 2.0s conversational voice latency and ~200 rps throughput as the first hybrid-setup consumer.

Responsibilities:

• Lead end-to-end conversational UX and dialogue design for the client’s flagship Customer Care Voicebot and Agentic Chatbot across speech (Avaya) and digital channels (Genesys, Mobile App).
• Define, document, and refine conversational voice personas, turn-taking behavior, barge-in rules, fallback strategies, and human-agent escalation logic across all customer care journeys.
• Craft, test, and optimize prompt engineering strategies for conversational LLMs/SLMs (Amazon Bedrock, SageMaker) specifically tuned for spoken interactions and multi-turn dialogue in Azerbaijani.
• Map multi-agent supervisor/specialist hand-off workflows, intent routing logic, tool invocation contracts (MCP gateways / APIs), and RAG knowledge base retrieval paths in close collaboration with AI Engineers and Architects.
• Partner with Business Analysts, Contact Center SMEs, and CVM teams to integrate offer decisioning contracts, CVM uplift model scores, and Next-Best-Offer (NBO) campaign outputs directly into bot dialogue decision layers.
• Establish dialogue NFR baselines, user experience acceptance criteria, and quality metrics to help guarantee round-trip conversational voice latency < 2.0 seconds.
• Perform prompt engineering, regression testing, and evaluation harness benchmarking for prompt/agent version updates using Amazon Bedrock AgentCore and prompt management tools.
• Collaborate with data labeling and customer care teams to review call/chat transcriptions, analyze intent drop-offs, dialect edge cases, and dissatisfaction signals to continuously iterate dialogue flows.
• Design guardrails, content safety mechanisms, and privacy-compliant interaction flows (ensuring zero raw PII exposure and full adherence to Azerbaijani Personal Data laws).
• Support User Acceptance Testing (UAT), regression testing, and production hypercare for customer care conversational AI flows within the program's Work Breakdown Structure (WBS).

Requirements:

• 3+ years of hands-on experience as a Conversation Designer, Agentic UX Designer, Voice UX Designer, or Technical Business Analyst specializing in conversational AI, voicebots, and chatbots.
• Strong domain knowledge of real-time voicebot/chatbot architecture, including STT (Speech-to-Text / Whisper ASR), LLM dialogue orchestration, and TTS (Text-to-Speech) pipelines.
• Deep expertise in dialogue flow mapping, prompt engineering for spoken LLM interactions, voice persona design, turn-taking, barge-in behavior, and fallback/escalation logic.
• Solid understanding of generative AI agent frameworks, multi-agent orchestration (supervisor/specialist hierarchies), RAG retrieval flows, and tool/action contracts (Model Context Protocol / MCP gateways, APIs).
• Practical experience with contact center and telephony platform integrations (Avaya voice telephony, Genesys omnichannel chat, mobile app interfaces).
• Hands-on experience with prompt testing, prompt versioning, evaluation harnesses, and LLM benchmarking tools (e.g., Bedrock AgentCore, PromptOps, MLflow, or custom evaluation frameworks).
• Strong capability as a technical business analyst—translating business requirements, CVM campaign rules, and contact center KPIs into actionable technical dialogue specifications.
• Familiarity with data privacy standards, PII masking, guardrails, and content safety in conversational interfaces.

Nice to have:

• Experience with AWS AI services and platforms (Amazon Bedrock AgentCore, SageMaker, Bedrock Guardrails, Knowledge Bases).
• Experience in Azerbaijani or Turkic language NLP, speech nuances, and dialectical speech data processing.
• Experience with CVM (Customer Value Management) offer decisioning, propensity/churn models, and Next-Best-Action (NBA) integration in customer care channels.
• Experience in telecom domain customer care processes, IVR tree migration, and agent-assist workflows.

Soft Skills & Team Fit:

• Excellent analytical, communication, and stakeholder management skills to articulate complex technical concepts to business and engineering teams alike.
• Strong user empathy with a passion for designing natural, efficient, and engaging conversational user experiences.
• Proactive mindset with strong ownership within an Agile / Scrum framework and WBS-driven delivery cadences.
• Upper-Intermediate+ English level (written and spoken).