Overview

As a Conversation Designer at EPAM, you will be at the forefront of shaping the future of human-computer interaction for our banking client in Zürich. You will design and optimize conversational experiences across chatbots, voice assistants and emerging AI-driven platforms, directly influencing how users engage with products and services. Your work will ensure interactions are seamless, intuitive and human-centered. You will establish best practices, mentor junior designers and champion conversational AI across the organization.

Responsibilities

  • Develop and refine conversational flows and scripts for chatbots, voice assistants and other interfaces to ensure intuitive, engaging and effective user experiences
  • Conduct user research and gather feedback to understand user needs, preferences and pain points, use insights to inform and improve conversation design
  • Collaborate with product managers, UX designers, developers and stakeholders to align conversation designs with product goals and user experience strategies
  • Write clear, concise and natural-sounding dialog for chat and voice, ensuring consistency with brand tone and conversation design best practices
  • Maintain clean, modular and readable conversation design documentation to support product scalability
  • Create, document and evaluate system-level guidance for AI personas and interaction models
  • Analyze user interactions and conversation logs to identify areas for improvement and optimize conversational flows
  • Stay up-to-date with the latest trends and best practices in conversational AI, LLMs and user experience
  • Create and nurture a community around conversation design within the organization

Requirements

  • Proven experience designing conversational interfaces for chatbots, voice assistants, IVRs or related platforms
  • Strong understanding of Natural Language Processing (NLP), Natural Language Understanding (NLU) and the evolution of Large Language Models (LLMs)
  • Ability to create engaging and natural conversational experiences that delight users
  • Strong analytical skills to interpret data and make informed design decisions
  • Solid grasp of conversation/interaction principles and linguistics (e.g., turn-taking, sequence organization, repair)
  • Excellent written and verbal communication skills, with the ability to articulate design concepts and rationale clearly
  • Proficiency in design tools such as Sketch, Figma or similar
  • Bachelor’s degree in Design, Human-Computer Interaction, Linguistics, Computer Science or a related field. Relevant experience may be considered in lieu of a degree
  • Proficiency in one or more national languages (German, French, Italian) in addition to English

Nice to have

  • Experience with conversation design software (e.g., Voiceflow, Cognigy, Kore.AI, Human First, Rasa)
  • Experience in process mapping for business logic
  • Knowledge of behavioral economics to influence client decisions in conversations

Switzerland

  • 5 weeks of vacation
  • EPAM Employee Stock Purchase Plan (ESPP)
  • Enhanced parental leave
  • Extended pension plan
  • Daily sickness allowance insurance
  • Employee assistance program
  • Global business travel medical and accident insurance
  • Learning and development opportunities including in-house training and coaching, professional certifications, over 22,000 courses on LinkedIn Learning Solutions and much more
  • *All benefits and perks are subject to certain eligibility requirements

[epamgdo] Switzerland (Disclaimers)

• Please note that any offers will be subject to appropriate background checks

• We do not accept CVs from recruiting or staffing agencies

• For this position, we are able to consider applications from the following:

  • - Swiss nationals
  • - EU/EFTA nationals
  • - Third-country nationals based in Switzerland with an appropriate work permit
  • - Displaced people from Ukraine who are currently in Switzerland and hold, or have already applied for, S permits