Agentic UX / Conversation Designer

We are looking for a Agentic UX/Converation Designer to join our team! Our client is Azerbaijani telecommunications company and the largest mobile network operator in Azerbaijan. The main products are: Fixed telephony, Mobile telephony, Internet services, Wireless broadband, and Value-added services. The primary goal is to accelerate the client’s Data & AI initiatives via a secure, hybrid cloud foundation on AWS while systematically modernizing the IT estate as part of the AWS MAP 2.0 program. Key Project Objectives include: Cloud Foundation & Landing Zone: Deploy target hybrid network architectures, establishing a secure AWS Landing Zone Accelerator (LZA) and hybrid Data/AI platforms on AWS. Security, Compliance & Sovereignty: Operationalize on-premises data de-identification and Format Preserving Encryption (FPE) tokenization (achieving zero raw PII in the cloud), fully adhering to Azerbaijani Personal Data Law No. 998-IIIQ and Critical Information Infrastructure Rules (Resolution No. 229). AI Chatbot & Real-Time Voicebot Implementation: Develop and operationalize a flagship Customer Care Voicebot (STT → LLM → TTS pipeline) and Agentic Chatbot targeting < 2.0s conversational voice latency and ~200 rps throughput as the first hybrid-setup consumer.   Responsibilities: Lead end-to-end conversational UX and dialogue design for the client’s flagship Customer Care Voicebot and Agentic Chatbot across speech (Avaya) and digital channels (Genesys, Mobile App). Define, document, and refine conversational voice personas, turn-taking behavior, barge-in rules, fallback strategies, and human-agent escalation logic across all customer care journeys. Craft, test, and optimize prompt engineering strategies for conversational LLMs/SLMs (Amazon Bedrock, SageMaker) specifically tuned for spoken interactions and multi-turn dialogue in Azerbaijani. Map multi-agent supervisor/specialist hand-off workflows, intent routing logic, tool invocation contracts (MCP gateways / APIs), and RAG knowledge base retrieval paths in close collaboration with AI Engineers and Architects. Partner with Business Analysts, Contact Center SMEs, and CVM teams to integrate offer decisioning contracts, CVM uplift model scores, and Next-Best-Offer (NBO) campaign outputs directly into bot dialogue decision layers. Establish dialogue NFR baselines, user experience acceptance criteria, and quality metrics to help guarantee round-trip conversational voice latency < 2.0 seconds. Perform prompt engineering, regression testing, and evaluation harness benchmarking for prompt/agent version updates using Amazon Bedrock AgentCore and prompt management tools. Collaborate with data labeling and customer care teams to review call/chat transcriptions, analyze intent drop-offs, dialect edge cases, and dissatisfaction signals to continuously iterate dialogue flows. Design guardrails, content safety mechanisms, and privacy-compliant interaction flows (ensuring zero raw PII exposure and full adherence to Azerbaijani Personal Data laws). Support User Acceptance Testing (UAT), regression testing, and production hypercare for customer care conversational AI flows within the program's Work Breakdown Structure (WBS).   Requirements: 3+ years of hands-on experience as a Conversation Designer, Agentic UX Designer, Voice UX Designer, or Technical Business Analyst specializing in conversational AI, voicebots, and chatbots. Strong domain knowledge of real-time voicebot/chatbot architecture, including STT (Speech-to-Text / Whisper ASR), LLM dialogue orchestration, and TTS (Text-to-Speech) pipelines. Deep expertise in dialogue flow mapping, prompt engineering for spoken LLM interactions, voice persona design, turn-taking, barge-in behavior, and fallback/escalation logic. Solid understanding of generative AI agent frameworks, multi-agent orchestration (supervisor/specialist hierarchies), RAG retrieval flows, and tool/action contracts (Model Context Protocol / MCP gateways, APIs). Practical experience with contact center and telephony platform integrations (Avaya voice telephony, Genesys omnichannel chat, mobile app interfaces). Hands-on experience with prompt testing, prompt versioning, evaluation harnesses, and LLM benchmarking tools (e.g., Bedrock AgentCore, PromptOps, MLflow, or custom evaluation frameworks). Strong capability as a technical business analyst—translating business requirements, CVM campaign rules, and contact center KPIs into actionable technical dialogue specifications. Familiarity with data privacy standards, PII masking, guardrails, and content safety in conversational interfaces.   Nice to have: Experience with AWS AI services and platforms (Amazon Bedrock AgentCore, SageMaker, Bedrock Guardrails, Knowledge Bases). Experience in Azerbaijani or Turkic language NLP, speech nuances, and dialectical speech data processing. Experience with CVM (Customer Value Management) offer decisioning, propensity/churn models, and Next-Best-Action (NBA) integration in customer care channels. Experience in telecom domain customer care processes, IVR tree migration, and agent-assist workflows.   Soft Skills & Team Fit: Excellent analytical, communication, and stakeholder management skills to articulate complex technical concepts to business and engineering teams alike. Strong user empathy with a passion for designing natural, efficient, and engaging conversational user experiences. Proactive mindset with strong ownership within an Agile / Scrum framework and WBS-driven delivery cadences. Upper-Intermediate+ English level (written and spoken).   We offer*: Flexible working format - remote, office-based or flexible A competitive salary and good compensation package Personalized career growth Professional development tools (mentorship program, tech talks and trainings, centers of excellence, and more) Active tech communities with regular knowledge sharing Education reimbursement Memorable anniversary presents Corporate events and team buildings Other location-specific benefits *not applicable for freelancers

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