Conversation Designer — Tata Consultancy Services, Johnston, RI

Job Description

Must Have Technical/Functional Skills

Required Skills

• Conversation Design and UX Writing.

• Prompt Engineering and Generative AI concepts.

• Chatbot, Virtual Assistant, and Voice Bot Design.

• Customer Journey Mapping and Human-Centered Design.

• Conversational AI and LLM fundamentals.

• Strong communication, stakeholder management, and analytical skills.

Preferred Qualifications

• Experience with Microsoft Copilot Studio, AWS Lex, Amazon Connect, Dialogflow, OpenAI/Azure OpenAI, or AWS Bedrock.

• Experience designing digital banking, customer service, or contact center conversational experiences.

• Knowledge of BFSI customer journeys, self-service channels, and customer engagement best practices.

Roles & Responsibilities

• Design end-to-end conversational experiences for chatbots, virtual assistants, IVR, and AI copilots.

• Create conversation flows, dialogue trees, user intents, and customer journeys.

• Develop prompts and interaction strategies for Generative AI and LLM-based applications.

• Ensure conversations are natural, context-aware, compliant, and aligned with business objectives.

• Collaborate with business, UX, product, contact center, and engineering teams to define conversational experiences.

• Analyze chatbot and voice bot performance, customer feedback, and usage analytics to continuously improve user experience.

TCS Employee Benefits Summary

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Salary Range: $120,000 - $138,000 a year

Qualifications: BACHELOR OF COMPUTER SCIENCE