Conversational Designer

Waterfield Tech; United States; On-site; CAD 80,000 - 110,000; Full time

Job summary

Waterfield Tech is looking for a Conversational Designer to optimize NLU-driven IVR and voice applications. The role requires a minimum of 6 years of experience in conversational design, with strong skills in designing and optimizing NLU models, and experience with IVR systems. This fully remote position is available to candidates in Canada and the U.S., with a requirement for English fluency. Responsibilities include leading client workshops and collaborating with cross-functional teams. Waterfield Tech is an equal opportunity employer.

Qualifications

• Minimum 6 years of experience in conversational design.
• Strong hands-on experience with NLU models for conversational apps.
• Experience with IVR/telephony systems.

Responsibilities

• Design conversational experiences for IVR and voice platforms.
• Optimize NLU-driven interactions including intent models.
• Collaborate with cross-functional teams (PMs, developers, QA).

Skills

Conversational design

NLU model optimization

Client-facing skills

Flow design tools

IVR systems

Tools

Genesys

Google Dialogflow

Amazon Lex

Visio

Lucidchart

Job description

Position Summary

Waterfield Tech is seeking a Conversational Designer to support client engagements, with a focus on NLU-driven IVR and voice applications. The role involves designing and optimizing NLU-based conversations, working directly with clients, and collaborating with cross-functional teams.

Location

This is a fully remote position open to qualified candidates residing in Canada or the United States.

Key Responsibilities:

• Design conversational experiences for IVR and voice platforms
• Design, structure, and optimize NLU-driven interactions, including intent models and conversation flows
• Create call flows, dialogue flows, and design documentation (Visio, Lucidchart, etc.)
• Lead client workshops, discovery sessions, and design reviews
• Collaborate with cross-functional teams (PMs, developers, QA)
• Continuously improve conversations using data, testing, and performance insights

Qualifications:

• Minimum 6 years of experience in conversational design
• Strong hands‑on experience designing and optimizing NLU models for conversational applications
• Experience with IVR / telephony systems
• Proficiency with flow design and documentation tools
• Strong communication and client-facing skills

Preferred Requirements

• Consulting or professional services experience
• Familiarity with platforms like Genesys, Google Dialogflow, Amazon Lex, etc.
• Ability to ramp quickly and manage multiple workstreams

Physical Requirements:

• Ability to work at a computer workstation for extended periods
• Ability to participate in virtual meetings requiring focused attention

Language Requirements

English fluency (written and spoken) is required for this position. This requirement is based on the nature of the duties:

• The role involves leading client workshops, discovery sessions, and design reviews with clients whose working language is primarily English. Clients are predominantly based in the United States, with occasional engagements involving English-speaking clients in Canada.
• The role requires daily collaboration with cross-functional teams (Product Management, Engineering, Quality Assurance) located primarily in the United States and operating in English.
• The conversational design platforms, NLU tools, and technical documentation used to perform the duties (Genesys, Google Dialogflow, Amazon Lex, and related tooling) are predominantly in English.

Before posting this role, Waterfield Tech assessed whether this language requirement could be avoided, including whether existing bilingual employees could cover the English-language duties and whether translation tools could be used. Neither option covers the full scope of responsibilities.

French is considered an asset, particularly for designing conversational experiences for French-speaking markets.

Work Authorization

Candidates must be legally authorized to work in Canada or the United States at the time of application. Waterfield Tech does not sponsor work visas or permits for this role.

Waterfield Tech is proud to be an equal opportunity employer

Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.