CX AI Conversational Designer

Flock; Atlanta (GA); On-site; USD 85,000 - 100,000; Full time

Job summary

Flock is seeking an experienced Conversation Designer to own end-to-end design for our AI support agents. You will map intents, craft prompts, and deploy prompts in production, ensuring smooth handoffs for Sev incidents and VIP accounts.

You will build analytics-driven improvements and set design standards to scale the agent portfolio. collaboration with Support, Product, and Trust will ensure agent behavior stays aligned with SLA and safety requirements, while maintaining a customer-facing bot

Qualifications

• Experience with Intercom/Fin or comparable modern AI agent platform.
• Ability to design and iterate conversational flows including intent mapping, utterance training, and fallback strategies in a live AI agent platform.
• Hands-on prompt engineering experience with LLM-based conversational agents, not legacy decision-tree bots.
• Fluency reading conversation logs and performance dashboards to diagnose failure points and prioritize fixes.
• Writing that reads naturally in a customer-facing bot voice: clear, concise, on-brand.

Responsibilities

• End-to-end conversation design for Flock's AI support agents, from intent mapping through prompt engineering to production deployment.
• A measurable lift in AI-resolved conversations without a rise in bad handoffs or missed trust-critical escalations.
• The escalation and fallback logic that routes SEV incidents, VIP accounts, and Safe City accounts to a human every time.
• A conversation analytics practice that turns agent performance data into a prioritized backlog of design fixes.
• Documentation and design standards that let the agent portfolio scale past one bot without design quality slipping.
• Partnership with Support, Product, and Trust stakeholders to keep agent behavior aligned with SLA and safety requirements.

Skills

Intercom/Fin experience

Conversational design

Prompt engineering

LLM-based agents

Data-driven analysis

Job description

THE PROBLEM

Flock's Fin/Intercom AI agent is the first response most customers get. That agent has to sound like Flock, resolve real issues, and know precisely when to stop and hand off to a human, especially on trust-critical accounts. Right now that design work is split across whoever has time for it. We need one person who owns the craft of conversation design as the agent portfolio grows past this first launch.

WHAT YOU'LL OWN

• End-to-end conversation design for Flock's AI support agents, from intent mapping through prompt engineering to production deployment.
• A measurable lift in AI-resolved conversations without a rise in bad handoffs or missed trust-critical escalations.
• The escalation and fallback logic that routes SEV incidents, VIP accounts, and Safe City accounts to a human every time.
• A conversation analytics practice that turns agent performance data into a prioritized backlog of design fixes.
• Documentation and design standards that let the agent portfolio scale past one bot without design quality slipping.
• Partnership with Support, Product, and Trust stakeholders to keep agent behavior aligned with SLA and safety requirements.

WHAT THIS ROLE IS NOT

• Not a scripting job. This isn't static decision trees; it's designing and iterating on LLM-driven conversations with real performance data behind every change.
• Not an unsupervised AI role. Trust-critical decisions, SEV incidents, and VIP/Safe City accounts stay human-reviewed. This role designs the guardrails; it doesn't replace the judgment call.
• Not a general support operations role. This is conversation design and AI agent craft specifically, not queue management or ticket triage.

WHAT YOU BRING

• Experience with Intercom/Fin specifically, or a comparable modern AI agent platform.
• Demonstrated ability to design and iterate conversational flows, including intent mapping, utterance training, and fallback strategies, in a live AI agent platform.
• Hands-on prompt engineering experience with LLM-based conversational agents, not legacy decision-tree bots.
• Fluency reading conversation logs and performance dashboards to diagnose failure points and prioritize fixes.
• Writing that reads naturally in a customer-facing bot voice: clear, concise, on-brand.

COMPENSATION

In this role, you'll receive a starting salary between $85,000 - $100,000 as well as Flock Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in depth with you during our first chat.

WHY FLOCK

Every community deserves to be safe. Flock builds the technology that makes that real: last year we supported over 1 million criminal investigations and helped locate more than 10,000 missing people. We're 1,700 people building the impossible with over $1B in funding, and the expectations are high on purpose. If you want a role where the stakes are real and the pace matches, this is it.

Some problems get solved faster in the same room, so we prioritize candidates in Atlanta and Boston. Hub-based roles mean real in-person time with your coworkers. Remote roles exist, and when a posting is open to remote work, it says so.

The impossible takes every kind of mind. Flock is an