CONVERSATION DESIGNER – CONTACT CENTER

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