Conversational AI Designer

Job Summary

We are seeking experienced Conversational AI Designers to design intuitive, user-centered AI and contact center experiences. The ideal candidate will translate complex business requirements and workflows into conversation flows, employee experiences, agent desktop interactions, escalation/handoff journeys, wireframes, prototypes, and implementation-ready designs.

This is a hands-on design role requiring close collaboration with Product, Business, Engineering, AI, and Contact Center teams to take solutions from concept through implementation.

Key Responsibilities

• Design end-to-end Conversational AI experiences and conversation flows based on business and user requirements.
• Translate complex contact center use cases into intuitive, practical, and scalable conversational experiences.
• Design AI-assisted customer and employee experiences, including workflows and interaction patterns.
• Create detailed conversation flows, user journeys, wireframes, prototypes, and design documentation.
• Design effective escalation and handoff experiences between AI/automation and human agents.
• Design employee screens, agent desktop experiences, and workflow interactions supporting contact center operations.
• Translate product requirements and business processes into implementation-ready solution designs.
• Collaborate closely with Product Managers, Business Analysts, AI teams, Engineers, Architects, and Contact Center stakeholders.
• Facilitate design discussions and workshops to gather requirements and align cross-functional teams.
• Ensure conversational experiences are consistent, intuitive, accessible, and aligned with business objectives.
• Support engineering and implementation teams by providing detailed specifications and design guidance.
• Review implemented solutions to ensure they align with the intended experience and design.

Required Qualifications

• Strong hands-on experience in Conversational AI Design.
• Experience designing complex conversation flows and AI-assisted experiences.
• Strong experience with product, workflow, and user experience design.
• Experience designing solutions for contact center environments.
• Hands-on experience creating wireframes, prototypes, user journeys, and detailed design documentation.
• Experience designing escalation, routing, and human handoff experiences.
• Experience with employee workflow and agent desktop/screen design.
• Ability to convert complex business requirements into clear, implementation-ready designs.
• Strong understanding of user-centered design principles and conversational interaction patterns.
• Strong facilitation and cross-functional collaboration skills.
• Excellent verbal, written, and visual communication skills.

Preferred Qualifications

• Experience with NICE CXone.
• Experience with enterprise Conversational AI platforms.
• Experience designing agent desktop and contact center solutions.
• Understanding of contact center operations, workflows, routing, and agent experiences.
• Experience within the Financial Services domain.