Senior AI Conversation Designer

This is a fully remote position, open to applicants in United States.

📋 Description

• Create, develop, and consistently enhance AI chatbot playbooks and conversational pathways within our Decagon AI platform.

• Track and assess chatbot performance metrics (CSAT, resolution rates, deflection) to discover opportunities for enhancing resolution and customer satisfaction.

• Work alongside cross-functional teams to improve conversational design and guarantee a seamless customer experience.

• Develop comprehensive documentation and escalation protocols for scenarios where AI self-service cannot fully address a customer issue.

• Evaluate bot feedback and performance patterns to pinpoint essential factors contributing to satisfaction and friction.

• Convert feedback into practical recommendations for AI products, operations, and support.

⛳️ Requirements

• Bachelor’s degree in Data Analytics, Communications, Marketing, Business, or a similar discipline.

• Proven experience in crafting and refining chatbot playbooks and conversational flows, with knowledge of voice AI conversation design, including VUI principles, prompt engineering, and multi-turn dialogue management. Familiarity with the Decagon Platform is preferred.

• Outstanding written and verbal communication capabilities, with a background in writing and enhancing scripts for customer-facing AI across both chat and voice platforms, with a focus on conversational pacing and natural language usage.

• Strong analytical abilities to interpret CSAT, NPS, and chatbot performance data, transforming them into actionable insights.

• Proficient in CRM software and data analytics tools (e.g., Excel, Looker, Google Analytics) to derive insights and monitor chatbot performance.

• Practical experience in designing error recovery paths, escalation logic, and timeout management for AI-driven customer interactions.

🏝️ Benefits

• Remote-First Flexibility: Work from anywhere in the world and select the hours that work best for you. We trust you to achieve excellent results on your own terms.

• Time to Recharge: Benefit from unlimited PTO, company-wide recharge days, and annual team retreats.

• Everyday Perks: Weekly UberEats credits and travel discounts through SuperTravel enhance your daily enjoyment.

• Family-Friendly Benefits: We support expanding families with generous parental leave and a flexible return-to-work plan.

• Comprehensive Compensation: Enjoy a competitive salary, equity options, and top-quality benefits.

• Investing in You: Gain access to wellness budgets, personal development funds, and team-level learning resources.