Senior Conversation Designer, AI & Virtual Agents

Senior Conversation Designer, AI & Virtual Agents

Toronto, 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  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 services

Knowledge of accessibility standards, responsible AI practices, and conversational analytics

Experience designing both voice and digital conversational experiences

Proposed salary : 100k to 130k