CONVERSATIONAL DESIGNER SPECIALIZED IN ARTIFICIAL INTELLIGENCE

Good winds have brought your talent to us... We are Aviva, a company made by people and for people. Owner of Rio Quente Resorts, Costa do Sauípe and Hot Park, great tourist destinations in Brazil. Our purpose is to make families happy. We offer more than just accommodation, but rather, unique moments of leisure and total entertainment that will remain in everyone's memory for a lifetime. Here at Aviva, we serve with passion for people; therefore, we are always looking for talents who are constantly developing, possess an open mind, overcome obstacles, and contribute with new ideas.

Responsibilities and assignments

• Act in front of clients, gathering business requirements and translating them into viable conversational solutions.
• Define and monitor success KPIs, Retention, Human Handoff, CSAT, NPS, Recognition Rate, to propose continuous improvements.
• Conduct Design Thinking and Discovery workshops to map the user journey and identify automation opportunities.
• Manage the product backlog in Jira/Confluence, prioritizing user stories based on business value and technical effort.
• Design high-complexity chat and voice conversation flows, using Figma, Miro, Visio drawing tools and prototyping.
• Ensure the application of the brand's Persona and Tone of Voice, adapting the language for different channels such as WhatsApp, Webchat, App, Smart Speakers.
• Create and document detailed functional specifications, from phraseology, business rules, API integrations, for the development team.
• Apply best practices of UX Writing, Microcopy, and Accessibility in conversational interfaces.
• Perform cognitive curation of the AI (NLU/NLP training), refining intents, entities, and training phrases to increase the bot's assertiveness.
• Identify opportunities for applying Generative AI LLMs/ChatGPT to enrich the experience and reduce the rigidity of traditional flows.
• Validate deliveries with the development and QA team, ensuring that the implemented flow corresponds to the one designed.

Requirements and qualifications

• Completed Higher Education in Marketing, Administration, Computer Science, Statistics, or related areas.
• Advanced Office Package.
• Advanced English level for conversation and reading.
• Hybrid Experience: Proven experience combining business analysis (requirement gathering, stakeholder management) with conversational design (flow design).
• Bot Tools: Practical experience with market platforms.
• Agile Methodologies: Experience in Scrum/Kanban teams, agile rituals, and use of Jira/Confluence.

What would be nice (but not mandatory) to know and/or have:

• Basic technical understanding of APIs (REST/JSON) to discuss integrations with developers.
• Certifications in UX, PO (Product Owner), or Conversational Design.

Additional information Some of our Benefits: · Market-compatible salary · Health Plan · Dental Plan · Life Insurance · Semi-annual and Annual PPR · Wellhub · Immunization Campaigns · Conexa Psicologia Viva · On-site cafeteria · Nanny Assistance/Daycare Reimbursement · Access to Hot Park · PCD Assistance · Wedding Prize · Tenure Award · Partnerships (Fit Energia / Universities / Ótica Diniz)