Conversational AI Designer - Remote Eligible

Conversational AI Designer

This role focuses on designing intelligent, natural, and user-centric conversational experiences across chat and voice channels. You will shape how users interact with AI-powered assistants by building structured dialogue flows, defining intents and responses, and ensuring seamless end-to-end conversational journeys. Working at the intersection of UX, linguistics, and AI systems, you will translate business goals into scalable conversation architectures. The position involves close collaboration with product managers, engineers, and CX teams to deliver production-ready conversational solutions. You will also refine interactions using real user data, ensuring continuous improvement in accuracy, usability, and engagement. This is a highly collaborative, design-driven role where creativity meets technical depth in modern conversational AI environments.

Accountabilities:

• Design intuitive and natural dialogue flows for chatbots and voice assistants, ensuring clarity, consistency, and alignment with user intent.
• Translate business and customer requirements into structured conversation architectures including intents, entities, prompts, and fallback logic.
• Create and maintain conversation design artifacts such as flow diagrams, scripts, prompt libraries, and escalation paths.
• Define and optimize conversational behaviors for both voice and chat, including tone, UI patterns, and modality-specific interactions.
• Collaborate with engineering and product teams to implement and refine conversational experiences within AI platforms such as Cognigy, Amazon Lex, or similar tools.
• Use analytics, transcripts, and user feedback to iterate on conversation flows and improve performance metrics such as containment and CSAT.
• Contribute to testing strategies, ensuring coverage of edge cases, failure scenarios, and conversational robustness.

Requirements:

• 3+ years of experience designing and delivering conversational AI solutions in platforms such as Cognigy, Amazon Lex, Kore.ai, Dialogflow, Rasa, or equivalent.
• Proven track record of shipping multiple production-grade conversational assistants with iterative improvements based on real user data.
• Strong expertise in conversation design principles including intent/slot modeling, dialog management, and fallback/error handling strategies.
• Experience designing for both voice and chat channels, with understanding of modality-specific UX patterns.
• Familiarity with LLM-based conversational systems, including prompt design, grounding techniques, and safe response handling.
• Understanding of APIs, webhooks, and system integrations with backend services or CRMs.
• Strong UX writing and documentation skills, with proficiency in tools such as Miro or similar design platforms.
• Experience working in Agile environments with cross-functional teams and iterative delivery cycles.
• Ability to analyze conversation metrics and translate insights into measurable design improvements.
• Experience in customer service or contact center use cases is highly desirable.

Benefits:

• Fully remote position with flexibility to work from anywhere within the United States.
• Competitive compensation aligned with experience and industry standards.
• Comprehensive health, dental, and vision insurance coverage.
• Opportunity to work on cutting-edge conversational AI and LLM-driven systems.
• Strong culture focused on collaboration, inclusion, and continuous learning.
• Career growth opportunities within a rapidly expanding global organization.
• Exposure to enterprise-scale AI implementations across multiple industries and channels.