POSTED May 17

Conversational AI Designer

at Replicant ⋅ Remote US and Canada

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Replicant was founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world, starting with customer service.

As the leader in Contact Center Automation, Replicant helps companies automate their most common customer service calls while empowering agents to focus on more complex and nuanced customer challenges. Replicant's AI platform allows consumers to engage in natural conversations across voice, messaging and other digital channels to resolve their customer support issues, without the wait, 24/7. We are now leading the way in using Large Language Models (LLMs) to transform customer service- again.

If you're excited by AI, ChatGPT, LLMs and want to make an impact with other great technologists and strong go-to-market leaders, then look no further. We've grown our team by 3x, increased revenue by 4x, and were named a top enterprise AI company by The Information. We currently serve Fortune 500 customers, run millions of AI calls per month in production, and are increasing our footprint globally.

As a Conversation Designer, you’ll play a key role in delivering great conversations in Replicant’s Thinking Machines (conversational AI engines). Each of our Thinking Machines serves thousands of people every day. Working closely with our customers and engineering teams, you’ll drive conversation design, implementation, and quality to create an exceptional experience for every user. You’ll also contribute to the roadmap and development of new AI products in our Thinking Machine platform to ensure that we deliver great conversations at scale and continue to push the boundaries of conversational flexibility and accuracy.

What You'll Do

Own conversation design for Replicant’s Thinking Machines, ensuring every call interaction is seamless, intuitive, and engaging, achieving high-quality UX for all personas

Work directly with Replicant customers to discover their callers’ and their own unmet needs, crafting solutions that will help transform their businesses

Partner with Engineers and Engagement Managers to develop requirements, guide engineering priorities, and ensure that every Thinking Machine exceeds customer expectations and delivers the highest possible resolution

Develop intent taxonomies that blend customer requirements and caller needs, to increase our Thinking Machines’ Natural Language Understanding performance, in partnership with our Machine Learning teams

Use analytics & visualization tools to measure and improve conversational outcomes, owning the performance of the Thinking Machine through our Hypercare period

Work with your peers to improve Replicant’s conversation design best practices through data-driven experimentation

Engage with Replicant’s Product teams to evaluate and integrate new features into Thinking Machines, including reusable assets and flows

What You'll Bring

Artisan communicator: You have excellent written and verbal communication skills in a client-facing role, and you’re interested in exploring the nuances and aesthetics of conversations and sweat every detail of a script

Passion for user experience: You have a great design sense and deep customer empathy, and you enjoy spending the time to craft just the right experience

Customer-centric: You put callers’ experiences first and can empathize with their experience & needs

Startup mentality: You’re adaptable, comfortable with ambiguity, and aren’t afraid to roll up your sleeves to engage deeply with our customers and data to get things done

Data obsessed: You love digging into the numbers and finding opportunities that others would have missed

Systematic thinking: You’re relentless about optimizing the product and processes to make things easier and better the next time around

Experience with Tableau, Looker, PowerBI, etc. - bonus if you know SQL or R/Python

Experience with tools like Lucid, Miro, Mural, Figjam, etc.

2-3 years of experience designing AI-based conversations or experiences

BS/MS degree in Interaction Design, Linguistics or another related field

Experience in enterprise SaaS and/or AI is also a nice-to-have!

For all full-time employees, we offer:

🏠 Remote working environment that respects time zone differences

💸 Highly competitive salaries, equity, and for US Employees, a 401(k) plan

🏥 Top of the line healthcare (medical, vision, and dental)

🏋️ Health and Wellness Perk

🖥️ Equipment Stipend

🌴 Flexible vacation policy

✈️ Amazing team trips & offsites where you can find our CEO baking bread for the team

🌺 Replicants are eligible for a 5-week sabbatical after being at the company for 4.5 years

Our Values

Replicant has three core values. It is critical that everyone who joins the team feels excited and moved by these values as every new team member makes an impact on our culture.

Blade Runners: We take ownership and pride to influence the outcomes of our goals. We are successful, and like a Blade Runner, use the tools at our disposal to reach our objectives. We value open and honest communication and proactively seek feedback along the way. We are a company driven to grow and achieve both individually and as a team.

Bread Makers: We are humble and strive toward an egalitarian culture. No task is too big or too small. We work together to achieve our goals and develop our company mission. We believe that the whole is greater than the sum of its parts in everything that we do.

Självdistans (Self-Distance): Självdistans is Swedish for self-distance. It's the ability to critically reflect on oneself and one's relations from an external perspective. With this in mind, we act with objectivity and always remember that we are not our work. There's no perfect science to growing a team or business, but we trust everyone at Replicant to point out our blind spots and humbly admit their own.