Staff Conversation Designer, Gen AI

Job Overview

Join QuickBooks Digital Experiences team as a Staff Design Technologist to build Gen AI-powered customer-facing experiences. As part of our mission to help small and medium business owners get the best from their Intuit products, we are transforming into an AI-powered platform. Anticipating customer needs and delivering help at the right moment and channel is our priority. We have an untapped opportunity to reimagine omni-channel connected experiences by leveraging the power of Gen AI and the massive data we have on small businesses.

As a Staff Gen AI - Conversation Designer, you will play a pivotal role in designing and implementing Gen-AI powered conversational experiences for our customers. We are seeking a high-energy, customer-obsessed, highly-technical individual with prompt engineering and NLU modeling skills, with experience designing chatbots, voice assistants and similar interfaces. This role will give you the opportunity to collaborate with cross-functional teams of, data scientists, engineers, product managers, and UX designers.

Responsibilities

• Identify and prioritize opportunities to improve customer experiences in conversational channels like chatbots and voice assistants
• Develop end-to-end designs for conversational experiences, from ideation to prototyping, to implementation
• Build, review and evaluate LLM prompts and AI models to deliver Gen-AI powered conversational experiences
• Accountable for quality and accuracy of GenAI responses, create and evangelize guiding principles and evaluation rubrics for high quality customer interactions in the bots
• Mentor team members and coach on Gen AI skills to improve the team's collective expertise
• Serve as an expert in conversational design, applying relevant research, design patterns, and industry best practices to create intuitive and engaging experiences
• Own strategy for Conversational Design Principals, Gen-AI prompt engineering and Conversational Designer development
• Drive multiple projects with adherence to deadlines, quality and business metrics

Qualifications

• Bachelor’s degree (Interaction Design, HCI, Psychology, Computer Science, or related field preferred)
• 8 years of design experience, with at least 3-4 years of conversation design experience
• Strong portfolio demonstrating expertise in prompt engineering, conversational design, developing virtual assistants, voice assistants, chatbots, or other conversational interfaces
• Knowledge of conversational AI, NLP tuning, language modeling and machine learning frameworks (such as NLUs, RAG databases, TensorFlow, PyTorch, or similar).
• Working understanding of code (html, python, xml, regex) in order to create dynamic dialog-flows using Boolean logic and decision frameworks
• Experience delivering AI or Gen-AI powered conversational experiences in Chatbots, voice assistants etc
• Exceptional communication skills, both written and verbal
• Strong leadership skills, with a proven track record of managing stakeholders, mentoring team members and developing talent
• Experience in conducting user research and usability testing, experiment design and data analysis