Conversational AI Designer and Content Specialist

Mission Overview:

The Conversational AI Designer & Content Specialist role is a consultancy mission at a client site, representing Keystone Solutions. As a Keystone Solutions consultant, you will design, build, and continuously improve chatbot and voice bot experiences that drive customer interactions. You will combine conversation design expertise with technical and analytical skills to configure NLU models, write and test prompts for GenAI-driven flows, and turn performance data into actionable improvements. You will also lead the extension of conversational experiences from chat into voice, ensuring quality, consistency, and brand fit across channels.

Responsibilities:

• Design, configure, and optimize chatbot and voice bot conversations end to end, including conversation flows, intents, entities, and fallback strategies, covering both happy paths and edge cases, in collaboration with peers and stakeholders.
• Extend existing chat journeys into voice, adapting dialogue structure, pacing, and turn-taking for spoken interaction, and define a consistent voice persona and tone of voice.
• Manage and structure chatbot and voice bot content so it is searchable, reusable, and adaptable across Dutch, French, and English.
• Analyze chatbot and voice bot performance data, conversation logs, and breakdowns to identify root causes and prioritize improvements.
• Conduct usability and model-quality testing, including evaluation of GenAI responses, before and after development.
• Collaborate with data/AI and digital channels squads to translate business requirements into technical conversation design, balancing feasibility with user experience.
• Define guardrails, content guidelines, and quality criteria to keep chatbot and voice bot replies accurate, accessible, and compliant.
• Maintain and expand a content library and design pattern guide to ensure consistency across chat and voice projects.
• Develop and maintain best practices, design patterns, and test routines with fellow conversation designers to ensure quality and consistency across chat and voice projects.

Requirements:

• At least 3 years of relevant experience.
• Proven experience in conversation design for chat, with a strong portfolio of technical and GenAI-driven conversational work.
• Understanding of NLU fundamentals (intents, entities, training data) and principles of human–AI interaction for both text and voice.
• Skilled in multilingual writing and content adaptation, with excellent Dutch and English as well as strong French (B2/C1 or above) skills, or excellent French and English as well as strong Dutch (B2/C1 or above) skills.
• Comfortable working with design and prototyping tools (e.g. Figma, Rasa Studio) and LLM tooling.
• Knowledge of voice interaction design basics: turn-taking, latency, barge-in, silence, and differences between spoken dialogue and written chat (preferable).
• Experience in Agile / Scrum principles.
• Ability to structure and manage content for scalability and reusability.
• Experienced in testing and evaluating chatbot and voice bot conversations using analytics, conversation logs, and structured feedback.
• Soft skills: seeing the bigger picture, collaborative team player, persuasive yet open-minded, analytical and curious, creative and proactive, independent with high attention to detail, growth mindset, and experience managing change in corporate teams.

Language Requirements:

• Native/Strong Dutch knowledge, both written & oral (B2/C1 level).
• Native/Strong French knowledge, both written & oral (B2/C1 level).
• Strong English knowledge, both written & oral (B1/B2 level).

Consultancy Advantages at Keystone Solutions:

• As a consultant, you will work onsite, bringing your expertise directly to client environments.
• Experience a wide variety of dynamic projects and challenges across different industries and client settings.
• Accelerate your professional development with turbo-charged learning opportunities and exposure to broad, cutting-edge technologies.
• Grow your career ambitions within a supportive framework that values your progression and achievements.
• As a K-Stone, you embody our core values, delivering excellence and integrity in every engagement.

Work Location:

Brussels

Telework:

Expectation: 50% onsite for a full-time mission

Travel:

Not applicable

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal.