AI Conversation Designer

We are looking for an experienced AI Conversation Designer to help shape intuitive, human-centric interactions across conversational AI platforms like Genesys. In this role, you'll lead the design of intelligent dialogue systems while supporting broader content and user experience design initiatives. Ideal candidates are T-shaped designers—experts in conversational design with the flexibility to collaborate across disciplines to deliver meaningful user experiences.

Key Responsibilities

• Conversational Design

• Create natural, purposeful dialogue flows across chat, voice, and other channels.
• Apply natural language processing (NLP) and natural language understanding (NLU) techniques such as intent recognition, entity extraction, sentiment analysis, and named entity recognition to inform conversation logic.
• Design effective, brand-aligned prompts and interactions for large language models (LLMs), including GPT-based systems.
• Leverage knowledge of AI and machine learning principles to collaborate confidently with technical teams and refine AI behaviour.
• Maintain a strong focus on clarity, tone, and emotional intelligence in all user-facing language.

• Lead the design of conversational help journeys that empower users to self-serve and reduce support contact.
• Continuously monitor and analyze user engagement with help content and tools, iterating on designs based on insights.
• Work closely with developers and product teams to integrate conversational AI into multi-channel support experiences.

• Translate complex concepts—particularly in finance and investment—into plain, accessible language.
• Apply content design best practices to ensure inclusivity, readability, and usability.
• Collaborate throughout the content lifecycle, from early ideation to legal and compliance approvals.
• Support user research by contributing to discussion guides, prototypes, and insight synthesis.

• Use personas, behavioral data, and user research to craft intuitive, effective conversational experiences.
• Collaborate with UX designers, researchers, and product managers to ensure all designs are grounded in real user needs.
• Regularly evaluate and improve experiences based on user behaviour and feedback.

Day-to-Day Responsibilities

• Work across multiple projects in a collaborative, lean design team.
• Adapt to shifting project needs, contributing across conversation, content, and interaction design.
• Lead and participate in design workshops, critiques, and cross-functional planning sessions.
• Use Figma as the primary design tool for documentation and collaboration.
• Take initiative, manage your workload, and support the broader team wherever needed.

What We're Looking For

• Strong expertise in conversational design, including experience with AI, NLP/NLU, and LLMs.
• Exceptional writing and editing skills—able to craft user-focused content that is clear, accessible, and empathetic.
• A T-shaped designer with deep knowledge in one area and the ability to contribute across others.
• Familiarity with Agile methodologies and design frameworks like the Double Diamond.
• Strategic thinker with a user-first mindset and a clear understanding of business goals.
• Comfortable working independently in a multidisciplinary team and collaborating openly with others.
• Curious, proactive, and committed to improving the user experience.

Preferred Experience

• 4+ years of experience in conversation and content design.
• 2+ years working with AI-driven chatbots and conversational platforms.
• Familiarity with financial services or other regulated industries.
• Strong project management and multitasking skills.
• Experience analyzing conversational performance metrics and using insights to optimize design.

McGregor Boyall is an equal opportunity employer and do not discriminate on any grounds.