Conversation Designer

Creative Circle; Westwood (MA); Hybrid; USD 80,000 - 100,000; Full time

Job summary

A financial services client is seeking a Conversation Designer to create and optimize human-like voice interactions within their AWS Connect IVR system. This position involves designing intuitive conversational workflows, collaborating with cross-functional teams, and analyzing data to enhance customer experiences. Candidates should have hands-on experience with AWS Connect and strong skills in conversational design principles. This is a hybrid role that allows flexibility in work location across multiple states in the US.

Qualifications

• Hands-on experience with AWS Connect and Contact Flow design.
• Strong understanding of natural language patterns and conversational UX.
• Excellent written communication and analytical skills.

Responsibilities

• Design conversational workflows for AWS Connect IVR.
• Collaborate with teams for smooth implementation of designs.
• Analyze call data to identify improvement opportunities.

Skills

AWS Connect

Conversational UX

Voice interaction best practices

Analytical thinking

Written communication

Job description

Our financial services client is looking for a Conversation Designer to join their team! This is a 40 hr/week, hybrid role. Candidates can be located in Westwood, MA, Johnston, RI, Iselin NJ, or Plano, TX!

The Conversation Designer will be responsible for creating, refining, and optimizing natural, human like voice interactions within our AWS Connect IVR system. This role will focus on designing intuitive conversational flows that enhance the customer experience and improve the effectiveness of our Voice Bot.

Key Responsibilities

• Design conversational workflows and dialogue scripts for AWS Connect based IVR experiences.
• Develop voice interaction models that align with business goals, customer needs, and best in class conversational design principles.
• Collaborate closely with product, engineering, and operations teams to ensure smooth implementation of designed experiences.
• Analyze call data and customer feedback to identify opportunities for improving system understanding, response accuracy, and conversational fluidity.
• Create guidelines, prompts, and tone of voice standards to ensure consistency across all customer interactions.
• Conduct usability testing, tune bot responses, and iterate designs based on real world performance.
• Ensure all conversation designs adhere to compliance, privacy, and accessibility standards.

Required Skills & Qualifications

• Hands on experience with AWS Connect, Contact Flow design, and related AWS services.
• Strong understanding of natural language patterns, conversational UX, and voice interaction best practices.
• Ability to translate complex business processes into clear, simple, intuitive customer dialogues.
• Excellent written communication, analytical thinking, and problem solving skills.
• Experience collaborating with cross functional teams in a fast paced environment.