Agent Experience Designer

Decagon • San Francisco, CA

1d • $160,000 - $200,000 • Onsite

About The Position

As part of the Agent Experience Design team, you'll help shape what great AI conversation experiences look and sound like — across channels and languages, for enterprise customers around the world. You'll work directly with customers and internal teams to improve agent quality — especially in voice, one of our fastest growing channels — and build the systems and resources that allow us to scale your expertise. This work spans research, design, enablement, and product strategy. In this role, you will design and optimize enterprise-grade AI conversation experiences across chat, voice, SMS, and email channels. Serve as a trusted advisor to customers and internal stakeholders on conversation design best practices. Evaluate voice quality and interaction patterns to maintain a high bar for naturalness and appropriateness. Build repeatable frameworks for assessing conversation and voice performance. Enable our Customer team to apply strong design judgment independently. Partner crossfunctionally with Engineering and Product to investigate quality gaps and drive improvements through clear recommendations. Share learnings and create documentation on best practices to improve consistency and raise the quality bar across deployments.

Requirements

• 5+ years of relevant experience (e.g., voice experience design, conversation designer, product manager, applied linguistics, etc.)
• Hands-on experience with voice — conversational AI, speech synthesis, or audio production
• Experience migrating NLU systems to LLM and understanding key use cases for RAG functionality improvements
• Experience building evaluation frameworks, rubrics, or QA processes
• Strong communicator across technical and business contexts
• Comfortable working close to the product in a fast-moving environment

Nice To Haves

• Native or professional fluency in Spanish and/or familiarity with other languages
• Experience with TTS providers or speech synthesis tools
• Hands-on experience with frontier AI tools and deployment in enterprise or high-impact settings

Responsibilities

• Advise customers and internal teams on conversation design and voice selection
• Evaluate and iterate on voice quality across providers, languages, and use cases
• Build playbooks, rubrics, and evaluation frameworks that scale best practices across the team
• Partner with Engineering and Product to translate field insights into platform improvements
• Design and optimize enterprise-grade AI conversation experiences across chat, voice, SMS, and email channels
• Serve as a trusted advisor to customers and internal stakeholders on conversation design best practices
• Evaluate voice quality and interaction patterns to maintain a high bar for naturalness and appropriateness
• Build repeatable frameworks for assessing conversation and voice performance
• Enable our Customer team to apply strong design judgment independently
• Partner crossfunctionally with Engineering and Product to investigate quality gaps and drive improvements through clear recommendations
• Share learnings and create documentation on best practices to improve consistency and raise the quality bar across deployments

Benefits

• Medical, Dental, and Vision benefits for you and your family
• Life Insurance and Disability Benefits
• Retirement Plan (e.g., 401K, pension)
• Parental Leave
• Fertility and family building benefits through Carrot
• Monthly stipend to support your wellness, lifestyle, and work-life balance
• Daily lunches and snacks in the office to keep you at your best
• Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed