Conversation Designer

Position OverviewWe are seeking a skilled Conversation Designer with experience in Genesys, IVR platforms, chatbot technologies, and conversational AI to support enterprise customer experience initiatives. This role will focus on designing, optimizing, and enhancing voice and messaging experiences across contact center channels.The ideal candidate will have a blend of technical platform knowledge, UX writing expertise, conversational flow design, and AI/NLP understanding.Key ResponsibilitiesDesign and optimize conversational experiences for voice bots, chatbots, IVR, and messaging channelsBuild and enhance customer journeys using platforms such as Genesys, Voiceflow, IBM Watson, or similar toolsCreate intuitive call flows, dialog trees, prompts, and bot responsesApply Natural Language Processing (NLP) principles to improve intent recognition and customer interactionsUtilize Prompt Engineering techniques to improve AI-driven responsesCollaborate with product owners, developers, QA teams, and business stakeholders in Agile environmentsAnalyze customer experience metrics and continuously improve containment, CSAT, and self-service success ratesMaintain tone, voice, and brand consistency across conversational interfacesDocument flows, requirements, and optimization recommendationsRequired SkillsHands-on experience with Genesys, Voiceflow, IBM Watson, or similar conversation platformsStrong background in Conversation Design / Conversational AI / IVR DesignExperience with chatbot strategy and optimizationKnowledge of NLP, intent mapping, utterance design, and Prompt EngineeringExcellent UX writing skills for voice and messaging channelsStrong communication and stakeholder management skillsExperience working in Agile / Scrum teamsSelf-starter with ability to adapt to changing prioritiesPreferred QualificationsContact center or customer service domain experienceExperience with Genesys Cloud CXBilingual: English + SpanishAutomotive or financial services industry experience