Our financial services client is looking for a Conversation Designer to join their team! This is a 40 hr/week, hybrid role. Candidates can be located in Westwood, MA, Charlotte, NC, Johnston, RI, Iselin NJ, or Plano, TX!
The Conversation Designer will be responsible for creating, refining, and optimizing natural, human like voice interactions within our AWS Connect IVR system. This role will focus on designing intuitive conversational flows that enhance the customer experience and improve the effectiveness of our Voice Bot.
Key Responsibilities:
- Design conversational workflows and dialogue scripts for AWS Connect based IVR experiences.
- Develop voice interaction models that align with business goals, customer needs, and best in class conversational design principles.
- Collaborate closely with product, engineering, and operations teams to ensure smooth implementation of designed experiences.
- Analyze call data and customer feedback to identify opportunities for improving system understanding, response accuracy, and conversational fluidity.
- Create guidelines, prompts, and tone of voice standards to ensure consistency across all customer interactions.
- Conduct usability testing, tune bot responses, and iterate designs based on real world performance.
- Ensure all conversation designs adhere to compliance, privacy, and accessibility standards.
Required Skills & Qualifications:
- Experience designing conversational experiences for IVR, voice bots, or virtual assistants.
- Hands on experience with AWS Connect, Contact Flow design, and related AWS services.
- Strong understanding of natural language patterns, conversational UX, and voice interaction best practices.
- Ability to translate complex business processes into clear, simple, intuitive customer dialogues.
- Excellent written communication, analytical thinking, and problem solving skills.
- Experience collaborating with cross functional teams in a fast paced environment.
Preferred Qualifications:
- Experience with Amazon Lex, Bedrock, Nova Sonic, or other conversational AI frameworks
- Experience implementing voice biometrics, fraud detection, or advanced authentication
- Knowledge of call analytics, voice transcription, and conversation intelligence platforms
- Experience in financial services or regulated environments