Agent Designer (London based)

PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.

PolyAI is on the hunt for exceptional Dialogue Designers! PolyAI builds enterprise voice AI agents that handle millions of customer conversations for global brands, delivering conversational experiences so natural they feel like talking to a real person. This is a role for people who want to own projects end-to-end and create conversational experiences that will be heard by millions of customers worldwide. This is suitable for people who are looking to start their career - new graduates welcome!

• Designing the customer experience of AI agents, from simple FAQ answers to long and complex conversations
• Implementing and maintaining agents using our own platform, Agent Studio, as well as Python and other tools
• Obsessing over metrics to assess performance and customer satisfaction - making sure everything you do is measurable and having a big impact
• Listening to how real customers interact with your agents, and prioritising the right things to make each interaction even better
• Helping our engineering team ensure that our implementations of Generative AI are effective, accurate, and safe

• BS/MS degree in Interaction Design, Linguistics, Human-Computer Interaction, Artificial Intelligence, Computer Science, or another related field
• Foundational Python knowledge: variables, lists, loops, conditionals, and functions
• Experience working with large language models (LLMs) and Generative AI
• Strong focus on creating great user experiences, with meticulous attention to detail and consistency
• Ability to explain and distill complex ideas using clear and inclusive language
• Ability to craft conversational and UX copy that guides users naturally through their journeys, reducing friction at every step

• Knowledge of or aptitude for analytics or data science, including data manipulation, analysis, and visualisation
• Experience managing internal and external stakeholders through various stages of content development
• Experience collaborating with cross-functional teams

• Competitive compensation based on experience, expertise, and the level of responsibility
• Equity, giving you the opportunity to share in the long‑term success of the business
• Participation in the company’s employee share options plan
• Flexible working from home policy
• Work from outside of the UK for up to 6 months each year
• TELUS Health EAP 24/7 - offers confidential, judgment‑free support for any work, health, or life challenge
• Annual learning and development allowance
• One‑off WFH allowance when you join, including noise‑cancelling headphones or a comfortable desk chair
• Company‑funded fertility and family‑forming programmes
• Private healthcare and dental cover, discounts on gym members and relaxation apps, and access to a range of mental health programs

At PolyAI, we take great pride in our values - they guide everything we do. We believe that a strong culture leads to meaningful work and lasting impact.

• Only the best – We expect the best from our people, we hire people that expect the best from themselves, and we nurture this drive for excellence.
• Ownership – We care deeply about what we do. We take ownership of our initiatives, decisions and outcomes.
• Relentlessly improve – We demand more from ourselves and are always evolving. Continuous, obsessive improvement is the only way we will transform the world of conversational AI.
• Bias for action – Our world moves quickly and so do we. We take calculated risks and deliver impact fast.
• Disagree and commit – We are all working toward the same goal. If we don’t agree with something, we work hard to understand it and when a decision is made, we accept it and give it our all.
• Build for people – We want the world to enjoy the experiences they have with us. We are building for a future that prefers automation.

PolyAI is proud to be an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at PolyAI will be based on the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.