AI Agent Experience Designer

Location: Remote, hiring in Toronto, Canada only

Salary: $85,000–$120,000 CAD per annum, with potential additional bonuses or incentives and equity

Company

Observe.AI provides an AI Agents platform for customer experience, enabling organizations to deploy specialized agents that automate customer interactions, support frontline teams, and optimize operations.

What you will do

• Lead customer workshops and analyze operations and conversations to identify high-impact VoiceAI automation opportunities.
• Define success metrics, ROI targets, agent personas, usability guidelines, conversation samples, and error-handling strategies.
• Map conversational journeys and create blueprints covering corner cases, exception handling, and escalation paths.
• Configure experience requirements with AI Agent Engineers and Engagement Managers.
• Use analytics, transcripts, and customer feedback to optimize live agent performance and outcomes.
• Guide customers through implementation, train customer teams, and collaborate with Product and Engineering on platform standards and features.

Requirements

• 3+ years of experience designing conversational systems such as IVRs, chatbots, assistants, or human–AI interaction frameworks.
• Ability to design natural and usable dialogue and conversational flows across industries.
• Strong grounding in human–computer interaction principles and human–AI workflow design.
• Experience facilitating workshops, presenting designs to executives, and aligning diverse stakeholders.
• Ability to monitor agent performance, recommend improvements, and document reusable design frameworks.

Culture & Benefits

• Competitive compensation with potential equity, bonuses, or incentives.
• Private health insurance covering prescription drugs, dental, vision, paramedical, mental health, life insurance, AD&D, and disability benefits.
• Registered Retirement Savings Plan (RRSP).
• Monthly stipend to support working from home.
• Inclusive workplace with accommodations available throughout the recruitment process.