Remote CX AI Conversation 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

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