AI Conversation Designer

We are seeking a skilled and detail-oriented AI Conversation Designer to join our Service Design team. This role is central to managing and optimizing our conversational AI agents across multiple modalities, directly impacting customer experience and operational efficiency. The ideal candidate will have hands-on experience with conversational AI platforms, a strong understanding of conversation design principles, and the ability to analyze performance data to drive continuous improvement. This role requires someone who is curious, adaptable, and passionate about leveraging AI to deliver seamless, human-centered support experiences.

• →Lead the development, optimization, and ongoing management of conversational AI agents across modalities, ensuring consistent performance and user experience.
• →Own the end-to-end lifecycle of assigned AI agents, including prompt engineering, conversation design, testing, and deployment.
• →Drive measurable improvements in agent performance through analysis of key performance indicators and conversation analytics.
• →Partner with cross-functional teams to identify automation opportunities and implement solutions that reduce contact volume while maintaining service quality.
• →Develop and maintain comprehensive documentation for AI agent workflows and processes.
• →Monitor and troubleshoot AI agent behavior, diagnosing issues across conversation flows and escalating technical issues as needed.
• →Implement and iterate on dynamic response content, including conditional logic, personalization, and multimedia elements within conversational interfaces.
• →Lead special projects as required to support evolving AI capabilities and business needs.

• 3-5 years of experience in conversational AI, knowledge management, chatbot administration, or similar roles managing customer-facing digital channels.
• Hands-on experience with conversational AI platforms and understanding of NLU/NLP concepts.
• Proficiency in conversation design principles, including intent mapping, utterance training, and fallback strategies.
• Strong analytical skills with the ability to interpret conversation logs, performance dashboards, and customer feedback to drive optimization.
• Excellent written communication skills and ability to craft clear, concise bot responses for diverse audiences.
• Proven ability to collaborate cross-functionally and translate business requirements into actionable solutions.
• Comfort navigating ambiguity and managing multiple priorities in a fast-paced environment.
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes.

We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. For more information on our compensation philosophy, see our website.