Conversation Design Specialist (AI), Malta/Remote - Remote - Europe

Ref: 295 Date Posted: Wednesday 18 May 2022
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Location:           Malta/Remote
Reports to:        Solution Delivery Manager 

Our client has been nominated as one of the fastest-growing startups in Malta. 

  • An agile organization focusing on the use of AI to help companies automate conversations with their customers. Their core product is entering a growth phase – they are quickly increasing adoption (and thus increasing deployments) as well as deepening the functionality and feature-richness of their solution. 
  • They are laid back but buttoned up. They have a casual work environment with a passion for developing creative, innovative best in class solutions that directly contribute to the success of their customers. 
  • They give a damn and deliver service and solutions that make a real difference in the lives of their clients and their businesses. 
  • They embrace quirkiness by openly accepting others as they are and building strong partnerships based on trust. 
  • Teamwork and collaboration is key to help their colleagues and customers solve their challenges. 
  • Their team is energetic, fun, naturally inquisitive and eager to make an impact, we invite you to join our client in its growth phase as a conversation design specialist. 

Job Description 

Our client strives to create delightful conversational experiences that help brands connect with customers on a personal level. They're on a mission to make brands more human and accessible. AI Assistants are a new communication channel for organisations to engage with their customers and writers will enable this technology to come to life. 

They're looking for a Conversation Design specialist who is a true digital native, passionate about the way we communicate and connect together. A talented wordsmith with a strong understanding of user experience, the ability to understand and capture the business needs of each customer and the flair to design exception conversational flows that meet our clients’ business objectives.  

Job Responsibilities

  • Meet with customers to gather their business needs;  
  • Develop text and related media content within the company for the virtual agent to understand, interact and communicate with end-users based on pre-agreed workflows; 
  • Conduct requirements workshop with client’s business teams to define requirements for the virtual agent’s dialogs and conversational flows.   
  • Build in the dialogs for the Virtual Agent using their exceptional dialog designer module within the company's platform.   
  • Work with the NLP team based on best practice to help define the language model requirements. 
  • Tweak, manage and take responsibility of the Virtual Agent content, by being a key contributor to the continuous optimisation process for their Virtual Agents.  
  • Collect feedback from customers, product manager and engineering teams to guide and improve the creation of Virtual Agents; 
  • Identify and diagnose issues experienced by their client’s, support problem identification, advise users on the appropriate course of action or escalate if required to a higher level of support.  
  • Assure project content meets standards of quality, measured in terms of persuasion, consistency, delightfulness, uniqueness, and of course recognition, correctness and confidence; 
  • Advocate for best practices in conversation design; 
  • Work closely with EBO’s cross-functional teams to coordinate all aspects of agreement and deliverables.  

Role Requirements:  

The most critical requirement is the cultural fit. If you have the right attitude, They'’ll invest in you and help you grow in the role. Nevertheless, they often look out for these qualities:  

  • Demonstrable experience in business analysis and workshop facilitation skills are required;   
  • Background in conversation design and knowledge of NLP concepts, and content creation for AI Assistants is required or demonstrable interest. Conversation design certification or previous training will be considered an asset. 
  • A superlative command of written English language and the skill to write copy, high standards for excellence, attention to detail, patience, positivity, drive, holistic thinking, and hands-on creativity. Other languages will be considered an asset.  
  • Demonstrate an understanding of technical knowledge around APIs, contextual data, regex for validation purposes etc. 
  • 2-3 years of working experience; 
  • Ability to work in a team , good communication skills and be able to work in a versatile role that requires a high level of flexibility;  
  • Creativity in implementing solutions with a capacity to deliver in a fast-paced environment; 
  • Experience working in a scrum and agile environment is a plus 
  • Having already written / built a virtual agent is a plus; 
  • Ability to gracefully give, receive, and incorporate feedback; 
  • Self-motivation and proactive drive: you think ahead and are a pro at balancing time, competing priorities, and deadlines.  

We Care: 

Our client is on a mission to help the business get closer to their customers through exceptional conversations. They can’t succeed in their vision without a strong and dedicated workforce. They care – deeply – about their team and offer: 

  • A dynamic, collaborative team; space to develop and shape ambitious business ideas; 
  • Competitive success oriented remuneration package plus sales-commission and bonus earnings; 
  • Delicious breakfasts and lunches, amazing snack selections, and the best coffee in Malta; 
  • A buzzing tech-startup environment; 
  • Flexible hours; 
  • Family Friendly Measures; 
  • It Won’t Be Boring: Try new things. Think outside the box. They celebrate an environment that fights stagnation and challenges the status quo. 

For more information or to apply, please contact Donna Stephenson at Emerald Zebra by email and forward your CV to