Conversation Designer

Cognizant; Mississauga; Remote; CAD 70,000 - 90,000; Full time

Job summary

Cognizant is looking for a skilled Conversation Designer to enhance customer experience in their CX and Contact Center Transformation team. The role focuses on designing dialogue flows, collaborating with Agile teams, and ensuring design excellence. This position offers a remote work environment suitable for candidates in Ontario and Nova Scotia, emphasizing work-life balance.

Qualifications

• 3+ years in conversation design, UX writing, or voice interaction design.
• Understanding of IVR systems and UX principles.
• Strong communication skills for cross-functional engagement.

Responsibilities

• Design, document, and optimize IVR and digital call flows.
• Conduct customer reviews to finalize scripts.
• Collaborate within a Scrum Agile environment.

Skills

Communication

UX Writing

Voice Interaction Design

Agile Methodology

Tools

Jira

Confluence

Miro

Lucidchart

Job description

Join to apply for the Conversation Designer role at Cognizant.

We are seeking a versatile and proactive Conversation Designer to join our Customer Experience (CX) and Contact Center Transformation team. This role involves designing dialogues, collaborating with Agile teams, and ensuring design excellence across initiatives.

Responsibilities include:

• Design, document, and optimize IVR and digital call flows.
• Conduct customer reviews with client teams to finalize scripts.
• Create visual storyboards or diagrams for development reference.
• Collaborate within a Scrum Agile environment with Product Owners and DevOps.
• Support project tracking and communicate progress and blockers.

Required Skills:

• 3+ years in conversation design, UX writing, or voice interaction design, preferably in contact centers.
• Understanding of IVR systems, call routing, and UX principles.
• Experience with Agile tools like Jira, Confluence, Miro, or Lucidchart.
• Strong communication skills for cross-functional engagement.

Preferred Skills:

• Experience with Genesys Cloud, Amazon Connect, or Dialogflow.
• Background in linguistics, UX, HCI, or related fields.

We encourage applicants with relevant skills and transferrable experience. This is a remote position open to candidates in Ontario and Nova Scotia, with a focus on work-life balance and wellbeing programs.

Note: The role's working arrangements are subject to change based on project and business needs.

Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Design, Art/Creative, IT
• Industries: IT Services, Business Consulting