Conversational Designer

Waterfield Tech • Quebec, QC

7d • Remote

About The Position

Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers, enhanced by cutting-edge Applied AI. This results in happier customers, enhanced insights, and lower costs. Once live, they empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency. The company values its diverse and dedicated people, encouraging a healthy balance and commitment to customer satisfaction. Waterfield Tech is seeking a Conversational Designer to support client engagements, with a focus on NLU-driven IVR and voice applications. The role involves designing and optimizing NLU-based conversations, working directly with clients, and collaborating with cross-functional teams.

Requirements

• Minimum 6 years of experience in conversational design
• Strong hands-on experience designing and optimizing NLU models for conversational applications
• Experience with IVR / telephony systems
• Proficiency with flow design and documentation tools
• Strong communication and client-facing skills
• English fluency (written and spoken) is required for this position
• Candidates must be legally authorized to work in Canada or the United States at the time of application

Nice To Haves

• Consulting or professional services experience
• Familiarity with platforms like Genesys, Google Dialogflow, Amazon Lex, etc.
• Ability to ramp quickly and manage multiple workstreams
• French is considered an asset, particularly for designing conversational experiences for French-speaking markets

Responsibilities

• Design conversational experiences for IVR and voice platforms
• Design, structure, and optimize NLU-driven interactions, including intent models and conversation flows
• Create call flows, dialogue flows, and design documentation (Visio, Lucidchart, etc.)
• Lead client workshops, discovery sessions, and design reviews
• Collaborate with cross-functional teams (PMs, developers, QA)
• Continuously improve conversations using data, testing, and performance insights

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 101-250 employees