Senior Automated Customer Experience / AI Conversation Designer
New
CanadaFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- Project ManagementGoogle AnalyticsMicrosoft ExcelData analyticsLookerPrompt Engineering
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.
Responsibilities
- 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.
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