Senior Conversation Designer, AI & Virtual Agents (Toronto, ON, CA, M5J 2P1)

Role Summary

Shape the Future of Customer Conversations

We're looking for a Senior Conversation Designer to lead the design of intelligent, human-centred conversational experiences across virtual agents, chatbots, voicebots, and AI-powered service channels.In this role, you'll transform complex business processes into simple, intuitive conversations that help customers and employees get what they need quickly and effortlessly. You'll work at the intersection of customer experience, content design, AI, and service innovation, partnering with cross-functional teams to deliver scalable, accessible, and trusted digital experiences.

Responsibilities

• Design end-to-end conversational experiences across voice, chat, messaging, and virtual agent channels
• Lead discovery workshops to understand user needs, business goals, policies, and service requirements
• Create conversation flows, intents, prompts, escalation paths, authentication journeys, and handoff experiences
• Develop clear, inclusive, plain-language content that drives engagement and task completion
• Partner with product, UX, operations, technology, and business teams to bring designs to life
• Conduct usability testing and analyse conversation data to continuously improve performance and customer outcomes
• Establish and evolve conversation design standards, reusable patterns, and best practices
• Coach and influence teams on effective conversational AI design without direct people management responsibilities

Requirements

• 4+ years of experience in Conversation Design, Conversational AI, Content Design, UX Writing, Service Design, or a related field
• Experience delivering at least one production chatbot, voicebot, virtual agent, or conversational AI solution
• Strong skills in conversation architecture, intent design, prompt writing, error handling, fallback strategies, and agent handoffs
• Experience conducting discovery, prototyping, user testing, and post-launch optimisation
• Exceptional writing skills with a passion for plain language and customer-centred design
• Ability to translate complex processes and business rules into intuitive conversational experiences
• Strong collaboration and stakeholder management skills

Nice to Have

• Experience with Genesys Cloud, Genesys AI Studio, or similar conversational AI platforms
• Background in regulated industries such as insurance, healthcare, public sector, or financial servicesKnowledge of accessibility standards, responsible AI practices, and conversational analytics
• Experience designing both voice and digital conversational experiences
• Bilingual English/French capabilities
• Proposed salary: 100k to 130k