AI Conversation Design Manager

Lead the design and quality assurance of AI-driven borrower communications across voice, SMS, email, and WhatsApp. Optimize LLM prompts and conversation flows to improve engagement and debt resolution rates through data-driven experimentation.

Responsibilities

• Lead the design of complex conversation flows for AI voice and chat agents
• Refine communication attributes, including tone, pacing, and objection-handling strategies
• Synchronize communications across multiple touchpoints to ensure a unified borrower experience
• Implement context-aware messaging strategies where data from one channel informs the tone and content of subsequent interactions
• Collaborate with the technical team to provide architectural direction for LLM prompts and agent behaviors
• Conduct regular quality audits of call recordings and chat transcripts to diagnose friction points and iterate on conversation scripts

Requirements

• 4-6 years of experience in conversation design, conversational AI, voice UX, or lifecycle communications management
• Technical proficiency in designing AI-generated communication flows, prompt iteration, or voice/chat agent behavior
• Cross-channel expertise in managing complex customer journeys
• Analytical aptitude in interpreting performance data and translating insights into actionable design improvements
• Regional context understanding of the Middle East market, with Arabic fluency being a significant advantage

Benefits

• Opportunity to own something that matters, with borrower communication being a high-impact lever in the business
• Chance to build, not maintain, with the infrastructure already in place
• Focus on the experience layer from day one, without spending the first year building plumbing

Key Skills