Senior Conversation Designer, Ai & Virtual Agents

Senior Conversation Designer, AI & Virtual AgentsToronto, ON, CA, M5J 2P1
Shape the Future of Customer Conversations
We're looking for a
Senior Conversation Designer
to lead the design of intelligent, human-centred conversational experiences across virtual agents, chatbots, voicebots, and AI-powered service channels.In this role, you'll transform complex business processes into simple, intuitive conversations that help customers and employees get what they need quickly and effortlessly. You'll work at the intersection of customer experience, content design, AI, and service innovation, partnering with cross-functional teams to deliver scalable, accessible, and trusted digital experiences.
What You'll Do
Design end-to-end conversational experiences across voice, chat, messaging, and virtual agent channels
Lead discovery workshops to understand user needs, business goals, policies, and service requirements
Create conversation flows, intents, prompts, escalation paths, authentication journeys, and handoff experiences
Develop clear, inclusive, plain-language content that drives engagement and task completion
Partner with product, UX, operations, technology, and business teams to bring designs to life
Conduct usability testing and analyse conversation data to continuously improve performance and customer outcomes
Establish and evolve conversation design standards, reusable patterns, and best practices
Coach and influence teams on effective conversational AI design without direct people management responsibilities
What You Bring
4+ years of experience in Conversation Design, Conversational AI, Content Design, UX Writing, Service Design, or a related field
Experience delivering at least one production chatbot, voicebot, virtual agent, or conversational AI solution
Strong skills in conversation architecture, intent design, prompt writing, error handling, fallback strategies, and agent handoffs
Experience conducting discovery, prototyping, user testing, and post-launch optimisation
Exceptional writing skills with a passion for plain language and customer-centred design
Ability to translate complex processes and business rules into intuitive conversational experiences
Strong collaboration and stakeholder management skills
Nice to Have
Experience with Genesys Cloud, Genesys AI Studio, or similar conversational AI platforms
Background in regulated industries such as insurance, healthcare, public sector, or financial servicesKnowledge of accessibility standards, responsible AI practices, and conversational analytics
Experience designing both voice and digital conversational experiences
Experience designing both voice and digital conversational experiences
Proposed salary : 100k to 130k
#J-18808-Ljbffr