We are seeking a highly skilled and creative AI Agent Conversation Designer/Engineer to join our team and help shape the next generation of customer experience through intelligent virtual agents. This role sits at the intersection of conversation design, user experience, AI/NLP technologies, and CX strategy. You will be responsible for crafting natural, engaging, and effective conversations for AI-powered customer service bots, and for building the logic, flows, and backend integrations that power them.

• Design and optimize conversational experiences across text, voice, and multimodal AI agents that serve customer-facing use cases.
• Collaborate with CX, product, and engineering teams to define intents, utterances, and dialogue flows aligned to business goals and customer needs.
• Use tools such as Dialogflow, Microsoft Bot Framework, Rasa, Kore.ai, or proprietary platforms to develop, test, and deploy virtual agents.
• Write natural, human-like copy that reflects brand voice while supporting task completion, escalation, and error handling.
• Analyze conversational data to continuously improve agent performance—tuning intents, training datasets, and optimizing flows.
• Integrate back-end systems and APIs to allow bots to handle dynamic requests (e.g., checking account status, processing returns, scheduling).
• Develop test cases and perform QA to ensure smooth, bug-free performance in production environments.
• Stay up to date with NLP, LLMs, and conversational AI innovations to inform ongoing development and optimization.

• Bachelor’s or Master’s degree in Computer Science, Linguistics, UX Design, Human-Computer Interaction, AI, or a related field. Or equivalent on the job experience
• 3+ years of experience in conversation design, chatbot development, or NLP engineering.
• Proficiency in one or more bot development platforms: Google Dialogflow, AWS Lex, Rasa, Kore.ai, Cognigy, etc.
• Familiarity with programming languages (e.g., Python, JavaScript) and basic API integration.
• Understanding of machine learning and natural language understanding (NLU) principles.
• Strong grasp of UX best practices, persona development, and user-centric design.
• Experience with LLM integration and prompt engineering (e.g., OpenAI, Anthropic, Cohere) is a strong plus.
• Excellent problem-solving, collaboration, and communication skills.

Preferred Skills:

• Experience designing for voice assistants (e.g., Alexa, Google Assistant).
• Knowledge of analytics platforms (e.g., Voiceflow, Dashbot, Botanalytics) for bot performance tracking.
• Familiarity with customer service domains such as e-commerce, telecom, healthcare, or fintech.
• Background in multilingual or multicultural experience design.