Senior Conversation Designer for AI Voice & Multichannel

Decagon; San Francisco (CA); On-site; USD 160,000 - 200,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life Insurance

401K/Pension

Parental Leave

Fertility benefits

Wellness stipend

Free lunches

Vacation policy

Job summary

Decagon, based in San Francisco, is seeking a Conversation Design lead to shape enterprise AI conversation experiences across chat, voice, and email. You will work directly with customers and internal teams to improve agent quality and build scalable playbooks, rubrics, and evaluation frameworks that can be deployed across languages and channels.

You'll partner with Engineering and Product to translate field insights into platform improvements, raise the naturalness of interactions, and guide

Qualifications

• 5+ years of relevant experience (e.g., voice experience design, conversation designer, product manager, applied linguistics, etc.)
• Hands-on experience with voice — conversational AI, speech synthesis, or audio production
• Experience migrating NLU systems to LLM and understanding key use cases for RAG functionality improvements
• 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

Voice experience

NLU to LLM

Evaluation frameworks

Strong communicator

Product mindset

Job description

Decagon, based in San Francisco, is seeking a Conversation Design lead to shape enterprise AI conversation experiences across chat, voice, and email. You will work directly with customers and internal teams to improve agent quality and build scalable playbooks, rubrics, and evaluation frameworks that can be deployed across languages and channels.

You'll partner with Engineering and Product to translate field insights into platform improvements, raise the naturalness of interactions, and guide