Senior Conversation Designer, AI & Virtual Agents

GFT TECHNOLOGIES SE; Toronto; On-site; CAD 100,000 - 130,000; Full time

Job summary

GFT Technologies SE in Toronto is seeking a Senior Conversation Designer to lead the design of intelligent, human-centred conversational experiences across chatbots, voicebots, and AI-powered service channels.

You will transform complex business processes into simple conversations, collaborate with cross-functional teams, and drive usability testing to continuously improve customer outcomes.

Qualifications

• 4+ years of experience in Conversation Design, Conversational AI, Content Design, UX Writing, or Service Design.
• Experience delivering at least one production chatbot, voicebot, or virtual agent.
• Strong skills in conversation architecture, intent design, prompt writing, error handling, and agent handoffs.
• Experience conducting discovery, prototyping, user testing, and post-launch optimisation.
• Exceptional writing skills with a passion for plain language and customer-centred design.
• Ability to translate complex processes and business rules into intuitive conversational experiences.
• Strong collaboration and stakeholder management skills.

Responsibilities

• Design end-to-end conversational experiences across voice, chat, messaging, and virtual agent channels
• Lead discovery workshops to understand user needs, business goals, policies, and service requirements
• Create conversation flows, intents, prompts, escalation paths, authentication journeys, and handoff experiences
• Develop clear, inclusive, plain-language content that drives engagement and task completion
• Partner with product, UX, operations, technology, and business teams to bring designs to life
• Conduct usability testing and analyse conversation data to continuously improve performance and customer outcomes
• Establish and evolve conversation design standards, reusable patterns, and best practices
• Coach and influence teams on effective conversational AI design without direct people management responsibilities

Skills

Conversation Design

Conversational AI

Content Design

UX Writing

Service Design

Stakeholder management

Prototyping

Tools

Genesys Cloud

Genesys AI Studio

Job description

Senior Conversation Designer, AI & Virtual Agents

Toronto, ON, CA, M5J 2P1

Shape the Future of Customer Conversations

We're looking for a Senior Conversation Designer to lead the design of intelligent, human-centred conversational experiences across virtual agents, chatbots, voicebots, and AI-powered service channels.In this role, you'll transform complex business processes into simple, intuitive conversations that help customers and employees get what they need quickly and effortlessly. You'll work at the intersection of customer experience, content design, AI, and service innovation, partnering with cross-functional teams to deliver scalable, accessible, and trusted digital experiences.

What You'll Do

Design end-to-end conversational experiences across voice, chat, messaging, and virtual agent channels

Lead discovery workshops to understand user needs, business goals, policies, and service requirements

Create conversation flows, intents, prompts, escalation paths, authentication journeys, and handoff experiences

Develop clear, inclusive, plain-language content that drives engagement and task completion

Partner with product, UX, operations, technology, and business teams to bring designs to life

Conduct usability testing and analyse conversation data to continuously improve performance and customer outcomes

Establish and evolve conversation design standards, reusable patterns, and best practices

Coach and influence teams on effective conversational AI design without direct people management responsibilities

What You Bring

4+ years of experience in Conversation Design, Conversational AI, Content Design, UX Writing, Service Design, or a related field

Experience delivering at least one production chatbot, voicebot, virtual agent, or conversational AI solution

Strong skills in conversation architecture, intent design, prompt writing, error handling, fallback strategies, and agent handoffs

Experience conducting discovery, prototyping, user testing, and post-launch optimisation

Exceptional writing skills with a passion for plain language and customer-centred design

Ability to translate complex processes and business rules into intuitive conversational experiences

Strong collaboration and stakeholder management skills

Nice to Have

Experience with Genesys Cloud, Genesys AI Studio, or similar conversational AI platforms

Background in regulated industries such as insurance, healthcare, public sector, or financial servicesKnowledge of accessibility standards, responsible AI practices, and conversational analytics

Experience designing both voice and digital conversational experiences

Proposed salary : 100k to 130k