Senior Conversation Designer, AI & Virtual AgentsToronto, ON, CA, M5 J 2 P1Shape 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 experiencesExperience designing both voice and digital conversational experiencesProposed salary : 100k to 130k#J-18808-Ljbffr

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