Conversation Designer

webAI; Mississauga; Remote; CAD 75,000 - 100,000; Full time

Job summary

A leading technology company is seeking a Conversation Designer for the Customer Experience team. The role involves designing IVR systems and call flows, collaborating with Agile teams, and ensuring design excellence across various initiatives. Ideal candidates will have experience in voice interaction design and excellent communication skills, contributing to innovative customer engagements.

Benefits

Flexible working arrangements

Wellbeing programs

Qualifications

• 3+ years of experience in conversation design or UX writing, preferably in contact centers.
• Strong understanding of IVR systems and conversational UX principles.

Responsibilities

• Design and optimize IVR and self-service call flows for voice and digital.
• Translate finalized flows into visual storyboards for development.

Skills

Conversation design

UX writing

Voice interaction design

Agile project delivery

Cross-functional communication

Tools

Jira

Confluence

Lucidchart

Miro

Job description

We are looking for a versatile and proactive Conversation Designer to join our Customer Experience (CX) and Contact Center Transformation team. This role goes beyond crafting dialogues—it involves aligning with Agile teams, collaborating with cross-functional customers, and driving design excellence across multiple initiatives.

The ideal candidate should have experience in designing IVR/call flows, creating prompts, coordinating with business, legal, and technical teams, and participating in agile project delivery and resource planning.

In this role, you will

• Design, document, and optimize IVR and self-service call flows across voice and digital channels.
• Conduct customer reviews with client business teams, legal, and product owners to finalize conversational scripts.
• Translate finalized flows into visual storyboards or diagrams (e.g., Lucidchart, Miro) for development reference.
• Work within a Scrum Agile environment, collaborating closely with Product Owners, Scrum Masters, and DevOps.
• Support project tracking and reporting by communicating progress, blockers, and outcomes to both the internal vertical team and CX practice leads.

What you’ll need to succeed (required skills)

• 3+ years of experience in conversation design, UX writing, or voice interaction design, preferably in contact center environments.
• Strong understanding of IVR systems, call routing logic, and conversational UX principles.
• Experience working in Agile Scrum teams; familiarity with tools like Jira, Confluence, Miro, or Lucidchart.
• Excellent verbal and written communication skills for cross-functional customer engagement.

What will help you stand out (preferred skills)

• Exposure to technologies like Genesys Cloud, Amazon Connect, or Dialogflow.
• Background in linguistics, UX, HCI, communications, or related fields.

At Cognizant, we're eager to meet people who believe in our mission and can make an impact in various ways. We encourage you to apply if you have most of the skills above and feel like you are strongly suited for this role. Consider what transferrable experience and skills make you a unique applicant and help us see how you’d be beneficial to this role.

Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

Working Arrangements

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in Ontario and/or Nova Scotia, where our hubs are located. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.