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This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Automated Customer Experience / AI Conversation Designer based in Canada.
This role sits at the intersection of conversational design, AI systems, and customer experience strategy, where you will shape how users interact with AI-powered support agents across chat and voice channels. You will design, build, and continuously optimize conversational flows that directly impact customer satisfaction, resolution speed, and overall support efficiency. The position plays a critical role in defining how AI agents communicate, learn, and escalate complex issues when needed. You will collaborate closely with product, engineering, and operations teams as well as external AI partners to improve automated support systems at scale. With a strong focus on experimentation and data-driven iteration, you will transform user feedback and performance metrics into meaningful improvements. This is a high-impact role within a dedicated AI experience team focused on redefining customer support through intelligent automation.
Accountabilities:
- Design, develop, and continuously optimize AI-driven conversational playbooks and workflows for chat and voice-based customer support systems.
- Monitor and analyze AI agent performance metrics such as CSAT, resolution rates, and containment/deflection rates to identify improvement opportunities.
- Collaborate with cross-functional teams including product, engineering, and operations to enhance conversational design and customer journey flow.
- Build and maintain escalation frameworks, fallback logic, and documentation to ensure seamless transitions when AI cannot resolve customer issues.
- Translate user feedback and behavioral data into actionable insights to improve AI responses, tone, accuracy, and resolution quality.
- Partner with AI vendors and internal teams to test, iterate, and refine conversational models and automation strategies.
- Contribute to experimentation initiatives aimed at improving AI agent effectiveness and overall customer experience outcomes.
Requirements:
- Degree in Communications, Marketing, Business, Data Analytics, or a related field, or equivalent practical experience.
- Experience designing and optimizing chatbot playbooks and conversational flows, including familiarity with voice AI and multi-turn dialogue systems.
- Strong understanding of conversational design principles, prompt engineering, and user-centered communication strategies.
- Experience with AI platforms or conversational tools (e.g., Decagon, Intercom, Ada, Drift, or similar) is highly valued.
- Strong analytical skills with the ability to interpret customer experience metrics such as CSAT, NPS, and performance dashboards.
- Proficiency with data and analytics tools such as Excel, Looker, or Google Analytics to extract insights and track performance trends.
- Excellent written and verbal communication skills, with the ability to craft natural, clear, and effective customer-facing AI scripts.
- Ability to design escalation paths, error handling flows, and robust AI interaction logic.
- Strong organizational and project management skills with the ability to manage multiple initiatives in a fast-paced environment.
- Exposure to industries such as fintech, SaaS, or travel is considered an asset.
Benefits:
- Fully remote-first work environment with global flexibility.
- Competitive compensation package including salary and equity opportunities.
- Unlimited paid time off and company-wide recharge days.
- Annual offsites and team connection experiences.
- Wellness budgets and personal development funding.
- Weekly perks and travel-related employee discounts.
- Strong focus on career growth, learning, and skill development.
- Family-friendly policies including generous parental leave and flexible return-to-work options.
- Comprehensive health and wellbeing benefits.
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