Conversational AI Designer

Whisker • Auburn Hills, MI

80d

About The Position

At Whisker, we’re on a mission to make life with your pets endlessly better. As the makers of Litter-Robot, Feeder-Robot, and Litterbox.com, we’re leading the pack in pet tech and pet accessories—creating smarter, cleaner, and more thoughtful solutions for pet parents everywhere. We believe pet care should keep up with the way people actually live. Whether it’s automating litter box chores, unlocking more intelligent insights into your cat’s routine, or helping pets develop more routine eating habits, we’re here to revolutionize what is possible for your life with pets. We work onsite 4+ days a week, with our team based in Auburn Hills, Michigan, and Juneau, Wisconsin. Our team of 700+ passionate pet people thrives on collaboration, innovation, and the occasional office cameo from a four-legged friend. At Whisker, we know life with pets is already pretty great, but we’re here to make it even better.

Requirements

• Bachelor’s or Master’s degree in UX Design, HCI, Human Factors, Linguistics, Communication, or related field
• 3–5+ years of experience in UX design, conversation design, copywriting, or digital assistant design
• Hands-on experience with conversational AI platforms (Dialogflow, Azure Bot Framework, Genesys, Rasa, etc.)
• Understanding of customer service and support operations
• Strong communication, storytelling, and presentation skills
• Knowledge of best practices in human and automated conversations
• Experience with QM scorecards and ensuring automated conversations achieve high-quality scores
• Experience designing for multi-channel conversational experiences (chat, email, voice)
• Ability to analyze conversation metrics and translate insights into design improvements
• Familiarity with accessibility, privacy, and compliance standards in digital experiences
• Experience collaborating with cross-functional teams, including engineers, product managers, and content managers
• Comfortable with office pets (cats, dogs)

Nice To Haves

• Experience with AI/ML concepts, NLP, or generative AI applications
• Not required to have pets, but highly recommended

Responsibilities

• Maps end-to-end dialog flows for chat, email, and voice AI, including greetings, intent recognition, error handling, and escalation
• Defines fallback strategies for misunderstood inputs or out-of-scope queries
• Establishes the 'voice' of the AI (tone, formality, empathy levels) to match brand guidelines
• Ensures consistency across channels (chatbot, IVR, email automation)
• Surveys focus and beta groups to understand the desired service brand, tone and personality
• Designs for brevity, clarity, and customer ease-of-use; avoid 'bot fatigue'
• Conducts usability testing and A/B experiments on conversation patterns
• Ensures the allowance of customers to always break automated flows to land with human agents
• Defines smooth handoffs to human agents, including context transfer (so the customer doesn’t need to repeat themselves), while setting wait time expectations
• Creates branching logic for different customer personas or use cases
• Monitors performance metrics (containment rate, escalation rate, sentiment scores, CSAT)
• Uses insights to continuously iterate on dialog flows and improve automation success
• Tracks tag/disposition and FCR accuracy
• Partners with knowledge base managers to keep AI responses accurate and up-to-date
• Standardizes reusable content templates for common scenarios
• Documents playbooks for other impacted content when changes are required
• Maintains a design library of reusable conversation patterns, prompts, and style guidelines
• Ensures AI interactions comply with accessibility, privacy, and compliance standards
• Will perform additional responsibilities when required

Benefits

• Premium Medical/Dental/Vision insurance
• Paid parental leave
• Whisker Parents Program
• 1 day 'pawternity' leave for new pet adoption
• Pet Insurance Discount
• 401K match
• Flexible spending accounts
• Company-paid short-term disability and life insurance
• Employee Assistance Program (EAP)
• Generous paid time off
• 14 Paid Holidays
• Top of the line equipment
• Pet-friendly office
• Whisker products and swag
• Continuing education Support
• On-site gym with Peloton
• Referral program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree