Conversational Designer (Amazon Connect + AI/ML)

EPAM Systems; Poland; Hybrid; PLN 180,000 - 300,000; Full time

Benefits offered by this job

Hybrid work in Poland

Remote work up to 60 days per year in/

Career development and relocation

Employee stock purchase plan

Job summary

EPAM Systems is seeking a Conversational Designer to lead the design and CX mapping for a GenAI-driven contact center initiative. You will own the conversational design across voice and digital channels on Amazon Connect, partnering with a GenAI/Agentic AI lead and a Connect CX Specialist.

You will translate business requirements into dialogue flows, prompts, error handling, and containment strategies, while ensuring compliance in a regulated financial-services environment.

Qualifications

• 7+ years of experience in conversational design with Amazon Connect expertise.
• Proficient in self-service IVR flow design and Connect AI Agents.
• Experience integrating with external systems and SaaS APIs; fluent English (B2+).

Responsibilities

• Own CX mapping and design artifacts for voice and digital channels.
• Translate business requirements into dialogue flows, prompts, and fallback paths.
• Facilitate workshops with stakeholders to surface assumptions.
• Produce design documentation clarifying AI model vs platform responsibilities.
• Define containment, escalation, and confidence-threshold behaviors.
• Collaborate with GenAI lead and Connect CX Specialist on parallel workstreams.

Skills

Conversational design

Amazon Connect

Voice & digital channel design

English proficiency

Job description

We are seeking a Conversational Designer to join a contact center transformation initiative, partnering with a GenAI/Agentic AI lead and a Connect CX Specialist to own the Conversational Design & Customer Experience Mapping workstream across voice and digital channels on Amazon Connect.

Responsibilities

• Own CX mapping for voice and digital channels on Amazon Connect
• Translate high-level business requirements into detailed design artifacts, including dialogue flows, prompt scripts, error/retry strategies, and DTMF fallback paths
• Facilitate design workshops with business stakeholders to surface assumptions around caller demographics, authentication tolerance, and self-service containment goals
• Produce design documentation that clearly delineates Amazon Connect platform responsibilities from AI/ML model responsibilities
• Define containment, escalation, and confidence-threshold behavior for AI-assisted and agent-assisted journeys
• Ensure designs are viable within a regulated financial-services environment
• Collaborate with the GenAI/Agentic AI lead and Connect CX Specialist to enable parallel workstreams

Requirements

• 7+ years of experience in conversational design, with advanced expertise in Amazon Connect, including Contact Flows, Agent Workspace, Contact Lens, and reporting
• Expertise in self-service IVR flow design in Amazon Connect
• Background in Connect AI Agents
• Experience in integration with external systems, including screen pops and SaaS APIs
• Understanding of operational CCaaS, including queue management, routing, and supervisor tooling
• Proficiency in English at a B2+ level

Nice to have

• Familiarity with NLX / ACXD
• Background in financial services or regulated industries
• Knowledge of bilingual design patterns (EN/FR)

We offer

• We gather like-minded people:
• Top tech minds driving innovation in AI, cloud and digital platform modernization
• Supportive team and agile, startup-like culture
• Hybrid by design mode and opportunity to work remotely within Poland
• Chance to work abroad for up to 60 days annually
• Business-driven relocation opportunities
• Thought leadership, mentoring, soft skills and well-being programs
• We cover it all:
• Participation in the Employee Stock Purchase Plan with a 15% discount
• Referral bonuses up to $2,000
• Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and more
• Corporate, social and well-being events
• Please, note:Benefits listed above are available to employees only
• We are open for working with Contractors. Terms of B2B cooperation agreements are agreed individually
• We will reach out to selected candidates exclusively

EPAM is global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and ambitious startups. With over thirty years of expertise in custom software, product and platform engineering, we empower our clients to become AI-Native enterprises, driving measurable value from innovation and digital investments.