Senior Conversational AI Designer and Content Specialist

h3Mission Overview /h3 pKeystone 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. /p h3Key Responsibilities /h3 pYou will design, configure, and optimize chatbot and voice bot conversations end to end. Your responsibilities include: /p ul liDesigning and configuring conversation flows, intents, entities, and fallback strategies, covering both happy paths and edge cases, in collaboration with peers and stakeholders. /li liExtending 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. /li liManaging and structuring chatbot and voice bot content so it is searchable, reusable, and adaptable across Dutch, French, and English. /li liAnalyzing chatbot and voice bot performance data, conversation logs, and breakdowns to identify root causes and prioritize improvements. /li liConducting usability and model-quality testing, including evaluation of GenAI responses, before and after development. /li liCollaborating with data and AI teams and digital channels squads to translate business requirements into technical conversation design, balancing feasibility with user experience. /li liDefining guardrails, content guidelines, and quality criteria that keep chatbot and voice bot replies accurate, accessible, and compliant. /li liMaintaining and expanding a content library and design pattern guide that ensures consistency across chat and voice projects. /li liWorking 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. /li /ul pAll these responsibilities are performed as a Keystone Solutions consultant working within the client environment. /p h3Language Requirements /h3 ul liDutch: native or strong written and oral knowledge at B2/C1 level. /li liFrench: native or strong written and oral knowledge at B2/C1 level. /li liEnglish: strong written and oral knowledge at B1/B2 level. /li /ul h3Education, Certification and Travel /h3 ul liNo specific education requirement is specified. /li liNo specific certification requirement is specified. /li liTravel is not applicable. /li /ul h3Working Model /h3 pThis 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. /p h3Required Experience and Technical Expertise /h3 ul liAt least 3 years of relevant experience. /li liProven experience in conversation design for chat, supported by a strong portfolio of technical and GenAI-driven conversational work. /li liUnderstanding of NLU fundamentals, including intents, entities, and training data, as well as the principles of human-AI interaction for both text and voice. /li liStrong 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. /li liComfort working with design and prototyping tools such as Figma and Rasa Studio, as well as LLM tooling. /li liPreferably, knowledge of the basics of voice interaction design, including turn-taking, latency, barge-in, silence, and the differences between spoken dialogue and written chat. /li /ul h3Business Experience /h3 ul liExperience with Agile and Scrum principles. /li liAbility to structure and manage content for scalability and reusability. /li liExperience testing and evaluating chatbot and voice bot conversations using analytics, conversation logs, and structured feedback. /li /ul h3Soft Skills /h3 ul liAbility to see the bigger picture and make conversation design decisions that balance user needs, technical feasibility, and business goals. /li liA collaborative team-player mindset, with the ability to work closely with data and AI teams, digital channels squads, and business stakeholders. /li liPersuasive yet open-minded communication skills, allowing you to explain and defend technical design choices while integrating feedback from data, users, and colleagues. /li liAn analytical and curious m