Conversational AI Designer
Core
Transform legacy IVR systems into modern, intelligent, and customer-centric voice experiences by designing end-to-end voice journeys, intent models, and conversational flows.
Role type
Senior Conversational Designer (Voice UX)
Builds
Modernized IVR systems and contact center voice experiences
Domain
Contact Center Operations / Voice User Experience
Deliverable
production ML models
Required skills
Conversational design, Voice UX, Natural Language Understanding (NLU), Intent modeling, Dialog flow design, Error handling strategies, Call steering, IVR modernization
Preferred skills
Cloud-based contact center technologies, Call center performance metrics, Linguistics, HCI, Speech recognition, Text-to-speech (TTS)
Technologies
NLU platforms, Cloud contact center tools
Responsibilities
Redesign existing IVR systems into conversational voice experiences; Design end-to-end voice journeys including call steering and multi-turn dialogs; Develop intent models and utterance libraries; Improve IVR containment and task completion rates; Design recovery strategies and escalation paths; Collaborate with product, engineering, and operations teams; Analyze IVR performance and customer interaction patterns; Document conversational flows and design principles.
Seniority
Senior, hands-on IC
