Senior/Lead Conversation Designer

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

We offer

* 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

• 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