Senior Automated Customer Experience / AI Conversation Designer
New
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Super.comTech Customer Support
Location: Canada; Secondary Locations: United StatesFull-TimeSenior
Salary72,000 - 113,000 USD per year
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Job Details
- Required Skills
- Google AnalyticsMicrosoft ExcelData analyticsLookerPrompt Engineering
Requirements
- Degree in Data Analytics, Communications, Marketing, Business, or a related field.
- Experience developing and optimizing chatbot playbooks and conversational flows.
- Understanding of voice AI conversation design, including VUI principles, prompt engineering, and multi-turn dialogue management.
- Exceptional written and verbal communication skills, with experience writing and refining scripts for customer-facing AI.
- Strong analytical skills with the ability to interpret CSAT, NPS, and chatbot performance data.
- Proficiency in CRM software and data analytics tools (e.g., Excel, Looker, Google Analytics).
- Hands-on experience designing error recovery paths, escalation logic, and timeout handling.
Responsibilities
- Design, build, and continuously optimize AI chatbot playbooks and conversational flows in our Decagon AI platform
- Monitor and analyze Chatbot performance (CSAT, resolution rates, deflection), identifying opportunities to improve resolution and customer experience.
- Collaborate with cross-functional teams to refine conversational design and ensure a smooth customer journey.
- Build clear documentation and escalation paths for when AI self-service cannot fully resolve a customer issue.
- Analyze bot feedback and performance trends to identify key drivers of satisfaction and friction.
- Translate feedback into actionable recommendations for AI product, operations, and support.
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