Conversational AI Designer

Location: Hybrid — London, England, United Kingdom

Company

hirify.global is a global IT services and consulting company delivering digital transformation and technology solutions for large enterprises and start-ups across 25 countries.

What you will do

• Lead the redesign of legacy IVR systems into modern, intuitive, and customer-centric conversational voice experiences.
• Design end-to-end voice journeys covering call steering, multi-turn dialogs, confirmations, error handling, fallbacks, and escalation to live agents.
• Develop intent models, utterance libraries, conversational flows, and voice interaction specifications based on customer behavior and business requirements.
• Analyze IVR performance, call data, and customer interaction patterns to improve containment, task completion, customer satisfaction, and contact center performance.
• Collaborate with product, engineering, and operations teams to ensure designs are technically feasible, scalable, and aligned with business objectives.
• Document design principles and rationale, contribute to conversational UX standards and governance, and support implementation, testing, and launch.

Requirements

• 6+ years of professional experience in conversational design, voice UX, IVR design, or a related field.
• Hands-on experience designing voice or IVR systems using natural language understanding (NLU).
• Strong understanding of conversational patterns, turn-taking, confirmations, reprompts, and conversation repair strategies.
• Proven experience modernizing, redesigning, or optimizing legacy IVR systems and call center experiences.
• Ability to translate complex business needs into simple, intuitive, and human-centered conversational flows.
• Experience developing intent models, utterance libraries, dialog flows, and voice interaction specifications.
• Strong understanding of voice user experience principles and customer journey design.
• Excellent communication, storytelling, and documentation skills, including the ability to explain and justify design decisions.
• Ability to collaborate effectively with product, engineering, and operations stakeholders in a cross-functional environment.

Nice to have

• Experience with modern conversational AI platforms or cloud-based contact center technologies.
• Familiarity with call center metrics including containment rate, transfer rate, task completion, and average handle time (AHT).
• Experience collaborating directly with engineering teams during implementation, testing, and launch.
• Background in linguistics, UX design, psychology, human-computer interaction (HCI), or a related discipline.
• Knowledge of voice automation, speech recognition, text-to-speech (TTS), and conversational AI capabilities.
• Experience defining and maintaining conversational design standards and governance practices.

Culture & Benefits

• Hybrid workplace with a stated work-from-anywhere culture and a relocation program.
• Health insurance and a comprehensive compensation and benefits package.
• Professional development through certification programs, mentorship, talent investment, internal mobility, and internship opportunities.
• Work on impactful projects for global clients in a multicultural and inclusive environment.
• Regular team-building social events, open communication, and sustainability initiatives focused on education, community empowerment, fair operating practices, environmental sustainability, and gender equality.