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Design conversational flows and user journeys for AI agents, including intent handling, decision paths, proactive interactions, error recovery, and escalation to human support. Analyze real conversations and user behavior, test and improve implemented experiences, define reusable interaction standards, and collaborate with product, engineering, and AI teams.
Responsibilities
- Design conversational flows and interaction journeys between users and AI agents
- Map intents, contexts, decisions, states and possible interaction paths
- Define conversation logic including questions, confirmations, recommendations and actions
- Create error‑recovery, ambiguity handling, exception and human‑hand‑off flows
- Design proactive experiences, specifying when and why an agent should initiate contact
- Analyze real conversations to uncover friction points, patterns and improvement opportunities
- Produce journey maps, decision trees, flow diagrams and interaction specifications
- Collaborate directly with engineering, AI and product teams to translate UX decisions into implementable behavior
- Establish experience standards and interaction principles for various agents and journeys
- Develop hypotheses, run usability tests and evaluate flow effectiveness
- Track metrics such as task completion, abandonment, human intervention rates and user satisfaction
Requirements
- Strong background in UX Design, Interaction Design, Conversation Design or HCI
- Experience mapping journeys, information architecture and complex flow structuring
- Ability to model multi‑intent, decision‑tree and exception handling flows
- Knowledge of usability principles, cognitive psychology and mental models
- Excellent written communication and information organization skills
- Experience with UX research, usability testing and behavior analysis
- Comfort working with ambiguous problems and evidence‑driven solutions
- Familiarity with flow‑mapping tools such as FigJam, Miro or similar
- Autonomous decision‑making in collaboration with technical teams
- Bonus: Experience with Conversational AI, LLMs, WhatsApp or other messaging platforms
Benefits
- 100% remote work
- PJ contract
- Competitive compensation
- Direct influence on AI agent behavior
- Work with production‑scale AI agents
- Opportunity to shape global conversational experiences
Key Skills
About Bren
Bren is an Agentic AI startup creating agents that understand intent, make decisions and execute real actions, serving large Brazilian retail operations and targeting a global market.
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