Job Description:
Title: Conversation Designer Contact Center
Location: Remote - USA
5-10 Years Experience
Core Responsibilities
Designs end-to-end IVR and AI agent experiences across voice and digital channels
Creates dialog flows, intent taxonomies, entity definitions, bot personality, and brand voice guidelines
Proficient in prompt engineering, tool-calling, and knowledge management across conversational AI platforms
Contact Center Experience
Experience designing IVR and AI agent flows for complex enterprise use cases: auth, intent ID, status lookups, transactions
Understanding of live agent escalation design: context handoff, warm transfer messaging, post-containment surveys
Experience designing multi-channel flows: voice, web chat, mobile, SMS, and messaging apps
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