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Job Description & How to Apply Below
Location:
Toronto
Duration: Contract
JOB DESCRIPTION:
As a Conversation Design Consultant you will lead the design and optimization of AI-driven conversational experiences across voice and chat channels. You will analyze customer interaction patterns, craft intuitive dialog flows and ensure that conversational journeys reflect thoughtful UX, strong linguistic design, and a customer‑centric mindset. This role requires both creative and analytical skills as well as the ability to collaborate across delivery, product, and engineering teams.
Key Responsibilities
Conversation Experience Design
Design conversation scripts, bot responses, dialog flows, and end‑to‑end user journeys for customer‑facing chatbots and voicebots.
Develop conversational experiences with a clear persona, tone, character, and brand voice to ensure human‑like interactions.
Anticipate diverse user behaviors and create multi‑path conversational flows including escalation paths to human agents.
Apply UI/UX principles to create intuitive conversational experiences across multiple channels.
Analyze customer interaction patterns to inform conversation flow design and improve overall user engagement.
Create user personas, journey maps, and scenario‑based scripts to align experiences with user needs and expectations.
Think creatively about how different user types interact with conversational systems and optimize scripts accordingly.
Serve as a liaison between design and delivery teams, ensuring the development of intelligent, intuitive, and aligned conversational experiences.
Create mockups, flow diagrams, redlines, and other UX artifacts required for implementation.
Partner with cross‑functional teams, Product, Engineering, QA, Operations to ensure end‑to‑end delivery quality.
Maintain a customer‑first mindset, ensuring the designed experiences solve user needs across channels and touchpoints.
Testing Iteration
Conduct conversation testing and refine dialogs based on usability feedback, behavioral insights, and system performance.
Ensure conversational flows are consistent, error‑handled, and optimized for user comprehension.
Qualifications
Experience Expertise
5 years of experience building user personas, user journeys, and designing customer experiences, preferably digital or conversational.
2 years of experience in conversation design, linguistic analysis, copywriting, editing, or similar content development roles.
Strong understanding of chatbots, voice interfaces, and other conversational AI platforms.
Demonstrated creative writing ability and experience crafting engaging, human‑like microcopy.
Skills
Strong storytelling ability and editorial mindset with the ability to anticipate user behavior and preferences.
Solid understanding of UX principles, especially as applied to conversational interfaces.
Ability to explain design decisions clearly and collaborate effectively across multidisciplinary teams.
Innovative, customer‑centric thinker with the ability to turn complex interactions into simple, intuitive conversational flows.
Seniority Level
Mid‑Senior level
Employment Type
Contract
Job Function
Engineering and Design
Industries
IT Services and IT Consulting;
Hospitals and Health Care
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