About the job
Join our dynamic team as an Agentic AI Conversation Designer & Analyst, where you will play a vital role in our digital transformation journey across voice and chat platforms. This key position is responsible for converting stakeholder needs into sophisticated, autonomous conversational experiences utilizing generative AI and agentic workflows. You will spearhead the development of virtual assistants and user journeys, acting as a subject matter expert in conversational design. Your contribution will be critical in enhancing customer success and satisfaction through engaging, natural, and effective dialogue flows.
Key Responsibilities:
- Requirements Gathering: Extract and prioritize business requirements from contact center stakeholders, mapping current and future-state customer journeys that harness autonomous AI agents across voice and chat channels.
- Conversation Design & Prompt Engineering: Architect seamless, multi-turn conversational experiences by designing dialogue flows, prompts, agent personas, and tone guidelines that ensure brand-aligned, contextually accurate customer interactions.
- Agentic Workflow Development: Convert business processes into autonomous workflows by delineating business rules, dependencies, escalation paths, and defining tool/API invocation alongside human handoff protocols.
- Testing & Optimization: Lead user acceptance testing (UAT) and A/B testing efforts to assess conversation performance, analyze user interactions, and continuously enhance dialogue designs for improved accuracy, customer satisfaction, and containment rates. Establish observability and monitoring frameworks including logging, metrics, tracing, and alerting.
- Collaboration & Implementation: Collaborate with data teams to pinpoint knowledge sources and integration requirements for effective implementation.
This position demands a proven track record in transforming contact center journeys via AI-driven automation. You will be instrumental in advancing our operations from traditional frameworks to intelligent, autonomous customer service, harmonizing exceptional customer experiences with operational efficiency at the forefront of AI innovation.

