Description du poste :Shape the Future of Customer ConversationsWe'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 straightforward, 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 DoDesign end-to-end conversational experiences across voice, chat, messaging, and virtual agent channelsLead discovery workshops to understand user needs, business goals, policies, and service requirementsCreate conversation flows, intents, prompts, escalation paths, authentication journeys, and handoff experiencesDevelop clear, inclusive, plain-language content that drives engagement and task completionPartner with product, UX, operations, technology, and business teams to bring designs to lifeConduct usability testing and analyse conversation data to continuously improve performance and customer outcomesEstablish and evolve conversation design standards, reusable patterns, and best practicesCoach and influence teams on effective conversational AI design without direct people management responsibilitiesWhat You Bring4+ years of experience in Conversation Design, Conversational AI, Content Design, UX Writing, Service Design, or a related fieldExperience delivering at least one production chatbot, voicebot, virtual agent, or conversational AI solutionStrong skills in conversation architecture, intent design, prompt writing, error handling, fallback strategies,



and agent handoffsExperience conducting discovery, prototyping, user testing, and post-launch optimisationExceptional writing skills with a passion for plain language and customer-centred designAbility to translate complex processes and business rules into intuitive conversational experiencesStrong collaboration and stakeholder management skillsNice to HaveExperience with Genesys Cloud, Genesys AI Studio, or similar conversational AI platformsBackground in regulated industries such as insurance, healthcare, public sector, or financial services Knowledge of accessibility standards, responsible AI practices, and conversational analyticsExperience designing both voice and digital conversational experiencesBilingual English/French capabilitiesProposed salary : 100k to 130kNous proposons :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.Conditions de travail dès votre arrivée :Six semaines de vacances pour tousActivités sociales et sportives diversifiéesRégime d’assurance individuelle ou familiale généreux dès le premier jourEt bien d'autres avantages sociaux que nous serons ravis de vous présenter !Diversité & Inclusion : #LaisseTonEmpreinte La diversité est la clé du succès d’une entreprise. Chez GFT, nous nous engageons à cultiver, encourager et préserver une culture axée sur la diversité, l’équité et l’inclusion. Nous voulons travailler avec vous pour vos compétences et votre talent, indépendamment de votre âge, origine ethnique, identité de genre ou capacité physique. Nous savons qu’en étant un employeur diversifié et inclusif, nous remplirons notre responsabilité sociale et ferons la différence.#J-18808-Ljbffr

📌 Senior Conversation Designer, Ai & Virtual Agents (Winnipeg)
🏢 GFT TECHNOLOGIES
📍 Winnipeg