Netomi - Lead, Conversation Design

3 days ago

Canada, India netomi (msgai labs) Full time CA$ 1,20,000 - CA$ 1,80,000 per year
Job Description

Lead, Conversation Design

Location: Toronto, Canada
Department: Customer Success Customer Success Management
Employment Type: Full Time - Remote

We are seeking a Conversational AI UX Designer to lead the design and optimization of end-to-end user experiences across conversational channels, including chat, voice, SMS, email, and emerging messaging platforms. This role combines UX design, conversation design, and AI prompt engineering to create natural, effective, and brand-aligned interactions that delight users while meeting business goals.

The ideal candidate is equal parts designer, strategist, and storyteller, with experience creating usable, intuitive, and emotionally intelligent conversational flows.

Responsibilities
  • Customer Experience Strategy: Engage with clients to understand their business goals, customer personas, and resolution paths.
  • Prompt Design & Optimization: Write, test, and refine AI prompts and system instructions to optimize clarity, tone, and model performance across different channels.
  • Tone & Voice Governance: Define tone of voice guidelines, ensuring consistency with brand standards while adapting for channel (chat vs. SMS vs. voice).
  • Multi-Intent & Context Handling: Design experiences that gracefully handle multi-intent queries, context switching, and proactive interactions.
  • Analytics & Iteration: Partner with analytics teams to monitor live performance (containment, abandonment, sentiment) and use insights to continuously improve conversation flows.
  • Documentation: Maintain libraries of reusable conversation patterns, error handling scripts, and test scorecards for internal consistency.
Requirements
  • Experience in Conversational AI: 24 years of experience designing AI Agents (voice, chat, email, and messaging) that balance user needs with technical requirements.
  • Prompt Engineering & LLM Familiarity: Understanding how large language models work and how to optimize prompts with examples, context, and constraints.
  • Domain Expertise (Nice to Have): Experience designing conversational experiences in regulated industries such as airlines, financial services, healthcare, or retail.
  • Scalability & Frameworks: Proven ability to design reusable frameworks, templates, and scalable patterns for enterprise-grade deployments.
  • Prototyping & Innovation: Experience creating multiple demos or prototypes showcasing cutting-edge capabilities of agentic AI.
  • Communication Skills: Exceptional written and verbal communication skills, with the ability to convey technical requirements and design decisions to internal and external stakeholders.

Disclaimer: For all United States-based applicants, please note that Netomi participates in E-Verify for the purpose of work authorization. More information on E-verify can be found here.

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