LLM-Driven CX Conversational Designer (Remote)

InvestedintheMission; United States; Hybrid; USD 85,000 - 100,000; Full time

Benefits offered by this job

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Job summary

Flock seeks a Conversation Designer to own end-to-end design for our AI support agents, from intent mapping through prompt development to production deployment. You will drive a measurable lift in AI-resolved conversations while ensuring safe, trusted handoffs to human agents.

You will partner with Support, Product, and Trust to keep agent behavior aligned with SLA and safety requirements, using logs and dashboards to prioritize design fixes and scale the design portfolio.

Qualifications

• Experience designing and iterating conversational flows for AI agents.
• Ability to map intents, train utterances, and implement fallback strategies in live AI systems.
• Hands-on prompt development for LLM-driven conversations with data-backed iteration.

Responsibilities

• Own end-to-end conversation design for AI support agents from intent mapping to deployment.
• Aim for measurable lift in AI-resolved conversations with safe handoffs when needed.
• Define escalation and fallback logic routing Sev incidents and VIP/Safe City accounts to humans.
• Build a conversation analytics practice to turn data into a backlog of fixes.
• Create documentation and design standards to scale the agent portfolio while maintaining quality.
• Collaborate with Support, Product, and Trust to align agent behavior with SLA and safety requirements.

Skills

Intercom/Fin platform

Conversational design

Prompt development

LLM-based agents

Conversation analytics

Customer-facing bot voice

Tools

LLM platforms

Job description

Flock seeks a Conversation Designer to own end-to-end design for our AI support agents, from intent mapping through prompt development to production deployment. You will drive a measurable lift in AI-resolved conversations while ensuring safe, trusted handoffs to human agents.

You will partner with Support, Product, and Trust to keep agent behavior aligned with SLA and safety requirements, using logs and dashboards to prioritize design fixes and scale the design portfolio.