Conversational Designer (Amazon Connect + AI/ML)

We are seeking a Conversational Designer to join a contact center transformation initiative, partnering with a GenAI/Agentic AI lead and a Connect CX Specialist to own the Conversational Design & Customer Experience Mapping workstream across voice and digital channels on Amazon Connect.

Responsibilities

• Own CX mapping for voice and digital channels on Amazon Connect
• Translate high-level business requirements into detailed design artifacts, including dialogue flows, prompt scripts, error/retry strategies, and DTMF fallback paths
• Facilitate design workshops with business stakeholders to surface assumptions around caller demographics, authentication tolerance, and self-service containment goals
• Produce design documentation that clearly delineates Amazon Connect platform responsibilities from AI/ML model responsibilities
• Define containment, escalation, and confidence-threshold behavior for AI-assisted and agent-assisted journeys
• Ensure designs are viable within a regulated financial-services environment
• Collaborate with the GenAI/Agentic AI lead and Connect CX Specialist to enable parallel workstreams

Requirements

• 7+ years of experience in conversational design, with advanced expertise in Amazon Connect, including Contact Flows, Agent Workspace, Contact Lens, and reporting
• Expertise in self-service IVR flow design in Amazon Connect
• Background in Connect AI Agents
• Experience in integration with external systems, including screen pops and SaaS APIs
• Understanding of operational CCaaS, including queue management, routing, and supervisor tooling
• Proficiency in English at a B2+ level

Nice to have

• Familiarity with NLX / ACXD
• Background in financial services or regulated industries
• Knowledge of bilingual design patterns (EN/FR)