Conversational Designer, Amazon Connect + AI/ML (Remote)
EPAM Systems
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Benefits offered by this job
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
Job description
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.
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