Senior Agent Experience Designer — Voice & AI

Design Better Podcast; San Francisco (CA); On-site; USD 180,000 - 220,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

Life Insurance

Retirement Plan (401K)

Parental Leave

Fertility benefits

Wellness stipend

Daily lunches

Vacation policy

Job summary

Decagon is seeking an experienced Agent Experience Designer to shape high-quality AI conversation experiences across chat, voice, SMS, and email for global enterprise customers. You’ll work with customers and internal teams to improve agent quality, especially in voice, and develop scalable playbooks and evaluation frameworks.

You’ll collaborate with Engineering and Product to translate field insights into platform improvements and guide the team toward best practices in conversation design and

Qualifications

• 3-5+ years of relevant experience (e.g., voice experience design, conversation designer, product manager, applied linguistics, etc.)
• Experience building evaluation frameworks, rubrics, or QA processes
• Strong communicator across technical and business contexts
• Comfortable working close to the product in a fast-moving environment

Responsibilities

• Design and optimize enterprise-grade AI conversation experiences across chat, voice, SMS, and email channels
• Serve as a trusted advisor to customers and internal stakeholders on conversation design best practices
• Evaluate voice quality and interaction patterns to maintain a high bar for naturalness and appropriateness
• Build repeatable frameworks for assessing conversation and voice performance
• Enable our Customer team to apply strong design judgment independently
• Partner crossfunctionally with Engineering and Product to investigate quality gaps and drive improvements through clear recommendations
• Share learnings and create documentation on best practices to improve consistency and raise the quality bar across deployments

Skills

Conversation design

Voice experience

Communication

Product mindset

Job description

Decagon is seeking an experienced Agent Experience Designer to shape high-quality AI conversation experiences across chat, voice, SMS, and email for global enterprise customers. You’ll work with customers and internal teams to improve agent quality, especially in voice, and develop scalable playbooks and evaluation frameworks.

You’ll collaborate with Engineering and Product to translate field insights into platform improvements and guide the team toward best practices in conversation design and