Senior Conversational AI Designer and Content Specialist

Mission Overview:

Keystone Solutions is looking for a Senior Conversational AI Designer and Content Specialist for a consultancy mission with our client in Brussels. You will be hired by Keystone Solutions and represent us within the client environment, combining conversation design with the technical and analytical expertise needed to configure NLU models, write and test prompts for GenAI-driven flows, and turn performance data into concrete improvements. You will design, build, and continuously improve chatbot and voice bot experiences powering customer interactions and lead the extension of conversational experiences from chat into voice while ensuring quality, consistency, and brand fit across channels. These responsibilities will be carried out under Keystone Solutions’ consultancy model.

Key Responsibilities:

You will design, configure, and optimize chatbot and voice bot conversations end to end. Your responsibilities include:

• Designing and configuring conversation flows, intents, entities, and fallback strategies, covering both happy paths and edge cases, in collaboration with peers and stakeholders.
• Extending existing chat journeys into voice, adapting dialogue structure, pacing, and turn-taking for spoken interaction and defining a consistent voice persona and tone of voice.
• Managing and structuring chatbot and voice bot content so it is searchable, reusable, and adaptable across Dutch, French, and English.
• Analyzing chatbot and voice bot performance data, conversation logs, and breakdowns to identify root causes and prioritize improvements.
• Conducting usability and model-quality testing, including evaluation of GenAI responses, before and after development.
• Collaborating with data and AI teams and digital channels squads to translate business requirements into technical conversation design, balancing feasibility with user experience.
• Defining guardrails, content guidelines, and quality criteria that keep chatbot and voice bot replies accurate, accessible, and compliant.
• Maintaining and expanding a content library and design pattern guide that ensures consistency across chat and voice projects.
• Working with fellow conversation designers to develop and maintain best practices, design patterns, and test routines that ensure quality and consistency across chat and voice projects.

All these responsibilities are performed as a Keystone Solutions consultant working within the client environment.

Language Requirements:

• Dutch: native or strong written and oral knowledge at B2/C1 level.
• French: native or strong written and oral knowledge at B2/C1 level.
• English: strong written and oral knowledge at B1/B2 level.

Education, Certification and Travel:

• No specific education requirement is specified.
• No specific certification requirement is specified.
• Travel is not applicable.

Working Model:

This is a consultancy mission carried out by a Keystone Solutions consultant within the client environment in Brussels. For a full-time mission, the expectation is 50% onsite, providing direct collaboration with client stakeholders while maintaining flexibility for telework.

Required Experience and Technical Expertise:

• At least 3 years of relevant experience.
• Proven experience in conversation design for chat, supported by a strong portfolio of technical and GenAI-driven conversational work.
• Understanding of NLU fundamentals, including intents, entities, and training data, as well as the principles of human-AI interaction for both text and voice.
• Strong multilingual writing and content-adaptation skills, with excellent Dutch and English and strong French at B2/C1 or above, or excellent French and English and strong Dutch at B2/C1 or above.
• Comfort working with design and prototyping tools such as Figma and Rasa Studio, as well as LLM tooling.
• Preferably, knowledge of the basics of voice interaction design, including turn-taking, latency, barge-in, silence, and the differences between spoken dialogue and written chat.

Business Experience:

• Experience with Agile and Scrum principles.
• Ability to structure and manage content for scalability and reusability.
• Experience testing and evaluating chatbot and voice bot conversations using analytics, conversation logs, and structured feedback.

Soft Skills:

• Ability to see the bigger picture and make conversation design decisions that balance user needs, technical feasibility, and business goals.
• A collaborative team-player mindset, with the ability to work closely with data and AI teams, digital channels squads