Lead AI Conversational Designer

Zoom • San Jose, CA

2d • Hybrid

About The Position

As the The Lead Conversational Designer you will focus on creating intuitive, user-centered designs that enhance digital experiences. While aligning with organizational goals, you will also ensure impactful and engaging product interaction. You'll be a part of the Zoom UX team and partner closely with leaders across Product Management, AI, and Engineering. The team focus on crafting intuitive, scalable solutions that connect users, applications, and data effortlessly. The ideal candidate thrives at the intersection of AI innovation and human-centered design, translating complex problems into elegant, user-friendly experiences. As part of the UX team , you’ll join a group of passionate, collaborative, and impact-driven designers who obsess over every pixel and interaction. If you're excited about designing communication and AI at scale - this might be it.

Requirements

• 10+ years of product design experience with a portfolio demonstrating exceptional user-centered interaction design.
• Demonstrate managing complex cross-functional projects spanning multiple teams and time zones
• Display excellent communication skills with the ability to articulate design thinking and influence stakeholders
• Lead and execute conversational flows for AI-driven tools (chatbots, IVRs) while advancing NLU and LLM experiences across products
• Show the ability to mentoring early-career conversation designers and foster a culture of innovation, collaboration, and continuous improvement
• Share market trends, user research feedback, and data insights to optimize experiences across platforms
• Display an understanding of language models (NLU and LLM) by combining it with deep conversation design expertise

Nice To Haves

• We would love if you have a few years of experience in AI, LLMs and conversational design

Responsibilities

• Creating conversational designs that prioritize safety, empathy, and clarity while adapting to various contexts (customer support, employee experience).
• Collaborating with engineering, product, and business teams to deliver intuitive, AI-enhanced customer experiences.
• Partnering with the user research team to gather and incorporate feedback from our customers to refine designs and ensure alignment.
• Defining and promoting best practices, prompt and design guidelines for conversational interfaces, ensuring consistent and high-quality interactions across chatbots, voice assistants, and LLM powered interfaces
• Analyzing existing conversation paths to identify opportunities for improvement and AI-driven expansion
• Developing and maintaining design guidelines and best practices for conversational and generative interfaces

Benefits

• As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.

What This Job Offers

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