AI Agent Experience Designer

Observe.AI; Toronto; On-site; CAD 85,000 - 120,000; Full time

Benefits offered by this job

Health Insurance

RRSP

Equity

Work-from-home stipend

Job summary

Observe.AI is hiring an AI Agent Experience Designer to shape how customers interact with Voice & Chat AI agents across industries. You will gather requirements, blueprint conversational flows, and set usability guardrails while ensuring post-launch performance aligns with business outcomes.

The role sits at the intersection of design, product, and AI engineering, driving human-AI collaboration and continuous optimization for observed CX impact.

Qualifications

• 3+ years of experience designing conversational systems (IVRs, chatbots, assistants) or human-AI interaction frameworks.
• Conversational AI expertise: design natural, usable dialogue across industries.
• HCI: strong grounding in human-computer interaction principles for seamless human-AI workflows.
• Communication & facilitation: skilled at workshops, design presentations to executives, stakeholder alignment.

Responsibilities

• Map and document conversational journeys reflecting customer expectations and real-world use cases.
• Design usability-driven blueprints with corner cases, escalation paths, and error handling.
• Configure experience requirements in collaboration with AI Agent Engineers and Engagement Managers.
• Use analytics, transcripts, and customer feedback to refine and optimize agent experiences.
• Guide customers through the experience-design lifecycle from concept to post-launch optimization.
• Train customer teams on best practices for managing VoiceAI usability and conversation design.
• Monitor live agent performance, track outcomes, and recommend improvements.
• Collaborate with Product and Engineering to influence platform features and standards.
• Document reusable design frameworks and share best practices across accounts.

Job description

Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI Agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations.

Each AI Agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work.

Built on a CX-native foundation, Observe.AI helps leading brands like DoorDash, Affordable Care, Signify Health, and Verida improve customer satisfaction, boost agent productivity, and deliver consistent, scalable performance across every customer interaction.

Why Join Us

We’re looking for an AI Agent Experience Designer to design, co-build, and optimize human - AI collaboration patterns that make AI agents both practical and transformative.

You’ll own the end-to-end agent experience: gathering requirements, blueprinting conversational flows, defining usability guardrails, and ensuring post-launch performance meets business outcomes. This role sits at the intersection of design, product, and AI engineering, shaping how real customers interact with Voice & Chat AI agents across industries.

What You’ll Be Doing

Strategic Planning & Discovery

• Lead customer workshops to uncover high-impact automation opportunities.
• Analyze operations and conversations to identify where VoiceAI can create the most value.
• Partner with customers to define success metrics and ROI targets.
• Translate insights into agent personas, usability guidelines, conversation samples, and error-handling strategies.

Agent Experience Design & Optimization

• Map and document conversational journeys that reflect customer expectations and real-world use cases.
• Design usability-driven blueprints that surface corner cases, exception handling, and escalation paths.
• Configure experience requirements in collaboration with AI Agent Engineers and Engagement Managers.
• Use analytics, transcripts, and customer feedback to continuously refine and optimize agent experience.

Customer Success & Implementation

• Guide customers through the experience-design lifecycle - from concept to post-launch optimization.
• Train customer teams on best practices for managing VoiceAI usability and conversation design.
• Monitor live agent performance, track outcomes, and recommend improvements.
• Collaborate with Product and Engineering teams to influence platform features and standards.
• Document reusable design frameworks and share best practices across accounts.

What You’ll Bring To The Role

• 3+ years of experience designing conversational systems (IVRs, chatbots, assistants) or human - AI interaction frameworks.
• Conversational AI Expertise: Ability to design natural, usable dialogue and flow across industries.
• Human Computer Interaction (HCI): Strong grounding in HCI principles, with the ability to design seamless human - AI workflows.
• Communication & Facilitation: Skilled at running workshops, presenting designs to executives, and aligning diverse stakeholders.

Why You’ll Love It Here

• Competitive compensation including equity
• Private Health Insurance. The coverage includes prescription drugs, dental care, vision care, paramedical services, mental health benefits, and bundled life insurance, AD&D, and disability coverage
• Registered Retirement Savings Plan (RRSP)
• Monthly stipend to support work from home.

Salary Range

The base salary compensation range targeted for this full-time position is $85,000.00 - 120,000.00 CADper annum depending on experience. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and equity (in the form of options). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices.

Our Commitment to Inclusion and Belonging

Observe.AI is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. Accommodations are available upon request throughout the recruitment process.

AI Disclosure

We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our talent acquisition team.