Senior Conversation Designer

About the role

We're seeking an experienced Senior Conversation Designer to join our team building and iterating on our generative AI voice system. This role requires both a designer and builder mindset to advance our product, and you'll have the opportunity to craft exceptional conversational experiences that feel natural, intuitive, and helpful to our users, across both voice and chat. Day to day, you're digging into conversation transcripts and metrics to find where real users are hitting friction, evaluating how models perform in production, and partnering closely with engineers to define prompts and guardrails for genAI. You're as comfortable creating a consistent voice, tone, and personality as you are debugging a fallback path or pushing prompt changes into Github. You'll report to our Head of Product, and partner with the Lead Conversation Designer to apply and contribute to design standards and processes. Beyond design, you'll collaborate with product, engineering, and operations to align conversation design with broader product strategy. You'll also drive research and testing across a range of methodologies — user research, usability testing, A/B testing, QA, and regression testing — to keep improving the experience. The role is based in our NYC HQ, with occasional travel for company offsites.

Responsibilities

• Design end-to-end conversational flows for generative AI capabilities, for both voice and chat that incorporate condition logic, parameter handling, and tool calls
• Build robust error handling and fallback mechanisms for conversation recovery
• Create and test dialog that maintains a consistent voice, tone, and personality across the product
• Partner with engineers to define prompts and guardrails for LLM integration, and evaluate LLM performance in production
• Analyze conversation transcripts, audio, and metrics to identify friction points and turn them into concrete design improvements
• Define and document conversation design standards, best practices, and reusable patterns that scale across experiences

Requirements

• 7+ years of experience designing conversational interfaces (voice assistants, IVR systems, any kind of voice AI)
• Demonstrated expertise with both traditional NLU frameworks and generative AI/LLM technologies
• Experience contributing to design standards and following established processes
• Experience with evaluating genAI agents and metrics-driven design
• Proven ability to design and build technically complex flows with multiple logical branches
• Experience with parameter extraction, validation logic, and dynamic response generation
• Strong understanding of programming concepts like variables, loops, and conditional statements
• Proficiency implementing conversation flows that integrate with external systems via APIs
• Proficiency with conversation design tools and prototyping platforms
• Excellent written and verbal communication skills with an ear for natural language
• Active, hands-on use of AI tools in your daily