About Firstsource
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.
Role: AWS Connect Conversational AI Designer
Exp: 2-5 years
Location: Remote
Job Overview:
The role has the accountabilities of designing intuitive, natural-sounding conversational experiences (IVR and chat) on Amazon Connect and Amazon Lex, partnering with developers, CX and client teams to translate customer journeys into effective self-service dialogue.
Key Roles and Responsibilities:
- Design end-to-end conversational flows (voice IVR and chat) for Amazon Connect and Amazon Lex bots based on customer journey maps
- Write and refine voice user interface (VUI) scripts, prompts, error/fallback messaging and re-prompt strategies
- Define intents, utterances, slots and dialogue management logic for Amazon Lex/Lex v2 bots
- Design persona, tone of voice and conversational style guidelines aligned to client brand and CX standards
- Collaborate with AWS Connect developers to translate conversation designs into Contact Flows and Lex bot configurations
- Map customer journeys and self-service use cases, identifying opportunities for containment and deflection
- Conduct usability reviews, dry runs and call/chat transcript analysis to identify friction points and refine dialogue
- Partner with QA teams to define test scripts and validate conversational flows across intents and edge cases
- Use Contact Lens and conversation analytics to identify drop-offs, misroutes and opportunities for improvement
- Support integration of generative AI capabilities (e.g., Amazon Q in Connect) into conversational experiences
- Document conversation flows, sample dialogues, intent/utterance libraries and design rationale
- Participate in requirement gathering and design workshops with client stakeholders and CX teams
- Iterate on live conversational designs based on production performance and customer feedback
Key Capabilities and Experience
- 2–4 years of experience in conversation design, VUI/UX writing, or IVR/chatbot scripting
- Hands-on experience designing bots/flows using Amazon Lex, Amazon Connect, or comparable conversational AI platforms
- Strong understanding of NLU concepts — intents, utterances, slots, entities and dialogue management
- Excellent writing skills with an ear for natural, concise and on-brand conversational language
- Strong understanding of contact center customer journeys and omni-channel customer experience
- Ability to read and interpret call/chat transcripts and analytics to iterate on designs
- Familiarity with flow-charting/prototyping tools (e.g., Lucidchart, Miro, Visio) for documenting conversation flows
- Working knowledge of Contact Lens analytics and reporting
- Ability to collaborate closely with developers, QA and client stakeholders in an agile delivery environment
- Basic understanding of AWS ecosystem and serverless concepts (Lambda) is a plus
Qualifications
- Graduate degree in Linguistics, Communications, Human-Computer Interaction, English, Computer Science or related fields
- Certification/coursework in Conversation Design, VUI Design or Amazon Lex – Preferred
⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.
