Conversational AI Specialist

At Telenet, we’re transforming how customers engage with us. The Chat Platform, including our GenAI-powered Customer Assist chatbot, is becoming one of our most important service channels – smart, scalable, and increasingly AI-driven. As a Conversational AI Specialist within the Chat Platform team, you’ll work at the intersection of digital, AI, service design, and business transformation. If you want to build the future of our Chat Platform & Customer Assist - and influence how millions of customers interact with us - this is the role.

You will operate in a fast-moving context shaped by rapid AI advancements and shifting customer needs. Your role is to translate ambiguity into clear requirements and priorities, challenge assumptions, and drive tangible impact together with stakeholders – fully aligned with our values: Say what’s what, Your passion is contagious, We work better together, We are close, and We set things in motion.

As a Conversational AI Specialist, you shape the end-to-end chatbot experience of our GenAI-powered Customer Assist. You define how our chatbot sounds, behaves, and interacts, while designing and refining individual chatbot journeys (use cases) that deliver intuitive, effective, and on-brand customer experiences.

Your role as a Conversational AI Specialist

• Define chatbot persona & experience: Set the chatbot’s tone of voice, personality, and core conversation principles in line with the brand.
• Design conversational journeys & flows: Turn customer journeys and business needs into clear, GenAI-driven dialogue flows with effective prompts and fallbacks.
• Guide user experience: Work with journey owners and digital teams to implement designs that balance creativity, usability, and technical feasibility.
• Validate & test experiences: Test and validate conversational flows before and after development to ensure intuitive, high-quality interactions.
• Monitor & continuously improve: Track performance, analyze interactions, and optimize the chatbot’s behavior and UX.
• Align content & communication: Define content guidelines and collaborate with content and knowledge teams for consistent, chatbot-ready content.
• Collaborate across teams: Partner with business, data/AI, and digital stakeholders to set boundaries, challenge assumptions, and meet user and business goals.

Your Profile as Our Conversational AI Specialist

• You have a Bachelor’s or Master’s degree or equivalent experience, preferably as a Conversational AI Specialist
• You have several years of relevant experience in conversational design, UX writing, digital channels, or customer experience.
• Experience with (GenAI) chatbots and AI-driven solutions is a must.
• You are fluent in English and French; of English and Dutch
• You are a creative yet structured thinker who combines strong customer empathy with a passion for digital and AI-driven experiences.
• You understand how people communicate and know how to translate that into intuitive, effective conversational interactions.
• You have strong UX, communication, and stakeholder collaboration skills;

Our offer to you

At Telenet group, you get more than just an attractive gross salary. We strongly believe in results and ownership: we give trust but also expect commitment and impact. What you achieve truly matters.

In addition to a thirteenth-month salary and holiday pay, you can count on an extensive package of extra benefits that supports you in your daily life as well as at work.

An overview of our benefits:

• Mobility budget: compose your own mobility plan, you can opt for a company car or alternative mobility solutions
• Meal vouchers and eco vouchers
• Mobile phone, mobile subscription, laptop, and employee discounts
• Collective bonus and individual bonus (aligned with your performance)
• Hospitalization insurance (including an ambulatory plan) and group insurance
• 20 days of paid leave and 12 compensatory days off

We value your ongoing development, investing in growth via our internal learning platform, coaching, and on-the-job training. You will have opportunities to keep learning and further strengthen yourself in your role.

We also prefer working closely together. We believe strong teams form by frequent interactions and quick transitions. To facilitate a smooth onboarding and rapid integration for new employees, we expect you to be present in the office at least three days a week during the first six months. On other days, you can work remotely from home.

What happens after you apply?

Do you see a match with our position? Then we look forward to receiving your application. We always get back to you. When there’s a match, we will reach out to you to get acquainted and explain the next steps in our selection process.