Conversational Designer

Miratech•Yakima, WA

8h•Remote

About The Position

We are looking for a skilled Conversational Designer with hands-on experience in Google Dialogflow CX/ES to design and develop engaging chatbot and voicebot experiences. The ideal candidate should possess strong expertise in conversation design, NLP/NLU concepts, customer journey mapping, and integration of conversational AI solutions across digital and voice channels.

Requirements

5+ years of experience in Conversational Design, Voice Bot Design, or Conversation UX.
Hands-on experience with Dialogflow CX/ES and Google CCAI.
Strong understanding of NLP concepts including intents, entities, utterances, contexts, and conversation flows.
Experience designing conversational experiences for IVR, voice bots, or chatbots.
Excellent writing, communication, and interaction design skills.
Ability to translate complex business processes into simple conversational experiences.
Strong analytical and problem-solving abilities.

Nice To Haves

Experience with IVR modernization or IVR-to-bot migration programs.
Familiarity with Amazon Connect, Amazon Lex, or other conversational AI platforms.
Exposure to prompt engineering and generative AI conversational experiences.
Experience working with contact center operations and customer support workflows.
Understanding of conversational analytics and bot performance optimization.
Familiarity with Agile methodologies and collaboration tools.

Responsibilities

Design and develop conversational flows for chatbots and voicebots using Google Dialogflow CX/ES.
Create intents, entities, utterances, contexts, and dialogue management strategies.
Collaborate with business stakeholders, developers, and UX teams to build intuitive conversational experiences.
Optimize bot performance through continuous training, testing, and analytics review.
Design fallback handling, error recovery flows, and escalation journeys to live agents.
Integrate conversational platforms with APIs, webhooks, CRM systems, and contact center solutions.
Conduct user testing and improve conversation flows based on customer interactions.
Maintain conversational design documentation and best practices.
Support multilingual and omnichannel conversational experiences where required.