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.

What You'll Do

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

What You Bring

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

.buttontext616d4705bd22aece a{ border: 1px solid transparent; } .buttontext616d4705bd22aece a:focus{ border: 1px dashed #972875 !important; outline: none !key; } À propos de nous GFT Technologies est une entreprise mondiale de transformation numérique axée sur l’intelligence artificielle. Avec plus de 12 000 experts dans 20+ pays,



nous concevons des solutions innovantes pour nos clients des secteurs de l’assurance, de la banque, de la fabrication et de la robotique. Grâce à notre expertise sectorielle, nos technologies de pointe et notre solide écosystème de partenaires, nous les accompagnons vers l'atteinte de leur plein potentiel. Au Canada, nos bureaux sont situés à Québec, à Montréal et à Toronto. Rejoignez notre équipe dès maintenant et ‘’Allons Plus Loin’'_. .buttontext51d9fe5a33d0d42c a{ border: 1px solid transparent; } .buttontext51d9fe5a33d0d42c a:focus{ border: 1px dashed #972875 !important; outline: none !important; } Pourquoi rejoindre l’équipe ? Nos valeurs fondamentales sont Bienveillance, Engagement, Collaboration, Courage et Créativité. Nous recherchons des personnes compétentes et motivées, prêtes à apporter une attitude positive au sein du groupe GFT. En plus de rejoindre notre belle équipe, vous bénéficierez de ces excellentes conditions de travail dès votre arrivée : Six semaines de vacances pour tous Semaine de travail de 35h avec télétravail à temps plein ou hybride selon vos besoins Activités sociales et sportives diversifiées Régime d’assurance individuelle ou familiale généreux dès le premier jour Et bien d'autres avantages sociaux que nous serons ravis de vous présenter ! .jobColumnTwo .displayDTM h2 { margin-top: 0px !important; } .jobColumnTwo .displayDT ul{ padding-inline-start: 20px !important; list-style-position: outside !important; } .buttontextb636f3111304c10b a{ border: 1px solid transparent; } .buttontextb636f3111304c10b a:focus{ border: 1px dashed #972875 !important; outline: none !important; }

📌 Senior Conversation Designer, AI & Virtual Agents (Canada)
🏢 GFT TECHNOLOGIES
📍 Canada