Senior Automated Customer Experience / AI Conversation Designer (AI)

TL;DR

Senior Automated Customer Experience / AI Conversation Designer (AI): Designing and optimizing AI-driven conversational playbooks and workflows for chat and voice support with an accent on prompt engineering and user-centered communication. Focus on improving AI agent performance metrics, creating escalation frameworks, and translating user feedback into actionable AI improvements.

Location: Must be based in Canada

What you will do

• Design and optimize AI-driven conversational playbooks for chat and voice-based customer support systems.
• Analyze AI agent performance metrics such as CSAT and resolution rates to identify improvement opportunities.
• Collaborate with product, engineering, and operations teams to enhance customer journey flows.
• Build escalation frameworks and fallback logic to ensure seamless transitions to human agents.
• Translate user feedback and behavioral data into actionable insights to improve AI responses and accuracy.
• Partner with AI vendors to test, iterate, and refine conversational models and automation strategies.

Requirements

• Experience designing and optimizing chatbot playbooks and multi-turn dialogue systems.
• Strong understanding of conversational design principles and prompt engineering.
• Experience with AI platforms such as Decagon, Intercom, Ada, or Drift.
• Ability to interpret CX metrics (CSAT, NPS) using tools like Looker or Google Analytics.
• Excellent written and verbal communication skills for crafting AI scripts.
• Must be based in Canada.

Nice to have

• Degree in Communications, Marketing, Business, Data Analytics, or a related field.
• Exposure to fintech, SaaS, or travel industries.

Culture & Benefits

• Fully remote-first work environment with global flexibility.
• Competitive compensation package including salary and equity opportunities.
• Unlimited paid time off and company-wide recharge days.
• Wellness budgets and personal development funding.
• Family-friendly policies including generous parental leave.
• Comprehensive health and wellbeing benefits.