Conversational Experience Designer

Designs, develops, and continuously improves natural, intuitive, and effective interactions between users and AI-powered virtual agents. The Conversational Experience Designer is responsible for understanding user needs, business objectives, and communication patterns to create engaging conversational journeys that deliver meaningful outcomes. This role develops dialog structures, conversation flows, prompts, intents, personas, and escalation paths while ensuring interactions align with brand standards and user experience best practices. The designer analyzes conversation analytics, user feedback, and behavioral data to identify optimization opportunities, improve containment rates, and increase customer satisfaction. They collaborate closely with business stakeholders, AI developers, and subject matter experts to ensure the virtual agent provides accurate, relevant, and human-centered experiences across multiple channels.

Essential Functions

Design end-to-end conversational experiences for AI virtual agents and chatbots.

Define virtual agent personalities, tone, voice, and communication standards.

Create user journeys, conversation maps, intents, entities, and dialog structures.

Develop prompts and generative AI interactions that produce accurate and effective responses.

Conduct user testing, conversation reviews, and usability assessments.

Analyze performance metrics to optimize engagement, containment, and satisfaction.

Partner with business and technical teams to translate requirements into conversational solutions.

Ensure accessibility, inclusivity, compliance, and brand consistency across AI interactions.

Non-Essential Functions

Perform other duties as assigned

Associate’s or bachelor’s degree or equivalent work experience

Minimum of 3 years of experience in working with AI programs and solutions.

Expertise in Prompt Design

Experience using LLMs suitable for high volume consumer interactions

Proficiency in Microsoft Office Suite programs

Strong organizational, interpersonal, written, and verbal communication skills

Ability to exercise good judgment and decision-making skills and pays attention to detail

Ability to succeed in a fast-paced environment and drive performance

Must adhere to all company, client and consumer confidentiality and security policies and procedures, While performing the duties of this job, the employee is regularly required to talk, type, see, and hear while sitting at a computer terminal for extended periods of time. The employee frequently is required to multi-task (eg, talk and type simultaneously). The typing aspect of the job requires the employee to reach with hands and arms; and use hands and fingers to handle/feel the keys. The job requires extensive use of keyboards and computers

Position Type/Expected Hours of Work

Some flexibility in hours is allowed, but the employee must be available during the department’s scheduled hours and guidelines. Full-time employees must maintain continuous Full time employment status. Because of the production-based nature of the job, employees must be able to adhere to their schedule and attendance policies.

The position description lists the primary functions and requirements of the role and is not all-inclusive. Other responsibilities may be assigned at any time with or without notice. The position description is subject to change to meet the needs of the business. Reasonable accommodations will be provided to disabled individuals when such accommodations would allow the disabled individual to perform the essential functions of the position without causing an undue hardship for the Company.

Work is generally performed within an indoor/work at home office environment utilizing standard office equipment