Conversation Designer

GWCloud

. Design, implement, measure, and evolve conversational experiences for public services .

Posted 10/2/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Conversation Design and UX Writing, with a strong focus on creating accessible and measurable conversational experiences. Proficient in analyzing data and user research to optimize conversational flows and enhance user engagement.

Highest-signal resume keywords

Conversation DesignUX WritingChatbot DesignNLP KnowledgeConversational Automation Platforms

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Journey MappingPrototypingData AnalysisUser ResearchConversational Flows DesignDialogue Trees CreationError HandlingPerformance Metrics DefinitionGenerative AI Interaction PatternsIntent and Entity Definition

Soft Skills

CollaborationCommunicationProblem SolvingUser-Centric Design

Tools & Technologies

WhatsApp Business PlatformConversational InterfacesNLP/AI EnginesConversational Automation Tools

Industry Keywords

Public ServicesConversational ExperiencesAccessibilityInclusionCustomer Service

About the role

Key responsibilities & impact

Design, implement, measure, and evolve conversational experiences for public services
Translate citizens’ needs and public-service requirements into simple, efficient, accessible, and measurable conversational journeys
Map citizens’ goals and translate them into conversational journeys
Transform business rules and service processes into clear, executable conversational flows
Design end-to-end flows for WhatsApp and other conversational interfaces
Create dialogue trees, primary and alternative paths, error handling, exceptions, fallbacks, and handoffs to human agents
Define intents, entities, utterances, context, and structures for NLP/AI engines
Develop prompts and interaction patterns for experiences powered by generative AI, when applicable
Define language, tone of voice, messages, confirmations, guidance, and assistant responses
Ensure plain language, accessibility, and inclusion
Create conversational prototypes and conduct testing before production
Collaborate with business, technology, data, customer service, and UX teams
Instrument journeys to measure behavior and outcomes
Analyze data to identify abandonment, loops, misunderstandings, errors, unrecognized requests, and automation opportunities
Develop improvement hypotheses and validate changes through testing and data analysis
Maintain documentation of flows, conversational patterns, design decisions, and changes
Produce and maintain flow maps, decision and dialogue trees, an intents/entities/utterances catalog, a message library, fallback patterns, handoff rules, prototypes, functional documentation, a language/voice/tone guide, an instrumentation plan, performance reports, and a data-driven improvement backlog
Define tracking metrics according to each service’s objectives

Requirements

What you’ll need

Conversation Design
UX Writing or Content Design applied to digital products
Experience designing chatbots, virtual assistants, or conversational interfaces
Experience mapping journeys and flows
Experience conducting user research and testing
Experience analyzing data and experience metrics
Knowledge of NLP and conversational AI concepts
Prototyping
Experience working with multidisciplinary product, technology, and business teams
Required experience with conversational automation platforms, WhatsApp Business Platform, generative AI, or customer service
Demonstrate, through a portfolio or case studies, the problems solved, metrics used, and results achieved

Benefits

Comp & perks

Medical Insurance
Dental Insurance
Life Insurance: Prudential
Paid birthday day off, to be taken on the birthday itself and/or during the birthday month
Paid company holiday shutdown