Content Writer (Conversation + AI)

Creative Circle; Toronto; On-site; CAD 68,880 - 82,656; Full time

Job summary

A financial services firm in Toronto is looking for a Conversation Designer for a 12+ month, full-time contract. You will work on enhancing the client’s IVR capabilities and create structured conversation frameworks. Required skills include expertise with tools like Jira and Confluence, plus fluency in Canadian English and conversational French. Strong communication is vital for working with clients. This role is primarily onsite and aimed at modernizing client interactions across business processes.

Qualifications

• 5–6 years of experience creating content for enterprise voice platforms or experiences.
• Expertise with tools like Jira, Confluence, Mural, and potentially Figma.
• Fluency in both Canadian English and conversational French.
• Strong presentation and communication skills for customer interactions.

Responsibilities

• Work on a multi‑year initiative to refresh and modernize the client's IVR strategy.
• Define and document client journeys.
• Create conversation design standards and frameworks.
• Implement call‑flow scripts in the IVR system.
• Assess and fine-tune call‑flow scripts based on performance.

Skills

Jira

Confluence

Mural

Figma

Fluent in Canadian English

Fluent in French

Strong presentation skills

Strong communication skills

Job description

This range is provided by Creative Circle. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$50.00/hr - CA$60.00/hr

Direct message the job poster from Creative Circle

Overview

Our FI client is looking for a Conversation Designer to join their team. This will be a 12+ month, full‑time engagement with 4 days per week onsite downtown.

Responsibilities

• Work on a multi‑year initiative to refresh and modernize the client's IVR strategy and capabilities.
• Define and document relevant client journeys.
• Refresh conversation design/voice channel standards and best practices.
• Create and implement a structured conversation framework for mapping, specifying, and documenting prompts and complex call flows (including error handling, clarifications, routing and transfers).
• Collaborate with Advice Centre Platforms colleagues to ensure that the conversation framework accommodates all relevant business and technical requirements.
• Use the conversation framework to implement call‑flow scripts in the IVR system.
• Create call‑flow scripts that enable and support the successful completion of identified, validated client journeys, fully aligned with brand guidelines.
• Assess the performance of in‑prod call‑flow scripts with colleagues and fine‑tune scripts (prompts, intents, flow logic) as needed.

Must Haves

• Expertise with Jira / Confluence, Mural, and potentially Figma.
• 5–6 years of experience creating content for enterprise voice platforms or experiences.
• Fluency in both Canadian English and French (conversational level).
• Strong presentation and communication skills for customer interactions.

Seniority Level

Not Applicable

Employment Type

Contract

Job Function

Writing / Editing

Industries

Financial Services