Senior Conversational UX Designer - IVR Modernization

Miratech; Greater London; Remote; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Relocation program

Remote work flexibility

Job summary

Miratech is seeking an experienced Conversational Designer to transform legacy IVR systems into modern, intelligent voice experiences. You will work closely with product, engineering, and operations teams to create seamless voice journeys, improve customer interactions, and optimize contact center performance.

The role focuses on conversation design excellence, platform-agnostic implementation, and delivering human-centered experiences that drive containment and satisfaction across global

Qualifications

• 6+ years of professional experience in conversational design, voice UX, IVR design, or a related field.
• Strong understanding of conversational patterns, turn-taking, confirmations, reprompts, and conversation repair strategies.
• Proven experience modernizing, redesigning, or optimizing legacy IVR systems and call center experiences.
• Ability to translate complex business needs into simple, intuitive, and human-centered conversational flows.
• Experience developing intent models, utterance libraries, dialog flows, and voice interaction specifications.
• Strong understanding of voice user experience principles and customer journey design.
• Excellent communication, storytelling, and documentation skills, with the ability to clearly explain and justify design decisions.
• Ability to collaborate effectively with product, engineering, and operations stakeholders in a cross-functional environment.

Responsibilities

• Lead the redesign of existing IVR systems into modern, conversational voice experiences that are intuitive, efficient, and customer-centric.
• Design end-to-end voice journeys, including call steering, multi-turn dialogs, confirmations, error handling, and fallback mechanisms.
• Develop intent models, utterance libraries, and conversational flows based on real customer behavior and business requirements.
• Improve IVR containment, task completion rates, and customer satisfaction through effective conversational UX design.
• Design robust recovery strategies, error-handling patterns, and escalation paths to ensure smooth transitions to live agents when needed.
• Collaborate closely with product managers, engineers, and operations teams to ensure conversational designs are technically feasible, scalable, and aligned with business objectives.
• Analyze IVR performance, call data, and customer interaction patterns to identify friction points and opportunities for continuous improvement.
• Translate complex business requirements into clear, natural, and human-centered conversational experiences.
• Document conversational flows, design principles, and design rationale to support implementation and cross-functional collaboration.
• Contribute to the development of voice design standards, conversational UX best practices, and governance frameworks.
• Support engineering teams throughout the design, development, testing, and launch phases to ensure the intended conversational experience is delivered effectively.

Skills

Conversational design

Voice UX

IVR design

Cross-functional collaboration

Documentation skills

Job description

Miratech is seeking an experienced Conversational Designer to transform legacy IVR systems into modern, intelligent voice experiences. You will work closely with product, engineering, and operations teams to create seamless voice journeys, improve customer interactions, and optimize contact center performance.

The role focuses on conversation design excellence, platform-agnostic implementation, and delivering human-centered experiences that drive containment and satisfaction across global