Conversational AI Designer

Overview

In this role, you will redesign legacy IVR systems into modern, intelligent voice experiences that prioritize customer-centric interactions. You will collaborate with product, engineering, and operations to create seamless voice journeys and improve contact center performance. You will design end-to-end flows, build intent models, and ensure designs are feasible, scalable, and aligned with business goals. This is a platform-agnostic position focused on conversation design excellence, shaping how customers interact with enterprise services. You will contribute to design standards and work closely with cross-functional teams to deliver measurable impact.

Pay / Benefits

• culture of Relentless Performance
• competitive pay and benefits
• work from anywhere
• growth and development opportunities
• global impact projects
• inclusive multicultural environment

Responsibilities

• Lead the redesign of IVR systems into conversational voice experiences that are intuitive and customer-centric
• Design end-to-end voice journeys including call steering, multi-turn dialogs, confirmations, error handling, and fallbacks
• Develop intent models, utterance libraries, and conversational flows based on customer behavior and business needs
• Improve containment, task completion, and customer satisfaction through UX design
• Create robust recovery strategies and escalation paths for smooth handoffs to live agents
• Collaborate with product, engineering, and operations to ensure feasibility, scalability, and alignment with business objectives
• Analyze IVR performance and customer interaction data to identify improvements
• Translate complex requirements into clear, human-centered conversational experiences
• Document flows, principles, and rationale to support implementation and cross-functional work
• Support design governance, standards, and best practices across the team

Key requirements

• 6+ years in conversational design, voice UX, IVR design, or related field
• Hands-on experience with NLU-based voice/IVR design
• Strong knowledge of conversational patterns and recovery strategies
• Experience modernizing legacy IVR and call center experiences
• Ability to translate business needs into simple, intuitive flows
• Experience developing intent models, utterances, dialog flows, and voice specs
• Solid understanding of voice UX principles and customer journey design
• Excellent communication, storytelling, and documentation skills
• Ability to collaborate with product, engineering, and operations stakeholders

• excellent communication
• storytelling
• collaboration
• natural language understanding (NLU)
• voice UX
• IVR design

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