Job Description

Position: Conversation Designer III
Location: Remote with occasional travel to Allentown, PA, KY, RI
Duration: 6 months 
Job ID: 172749

Job Description:

• The Senior Conversational Designer is a critical role in shaping intuitive, human-centered conversational experiences across digital and voice channels.
• Candidates will lead the design of dialogue flows and scripts for both non-AI powered and AI-powered chatbots, IVR systems, and other conversational interfaces.
• Candidates will ensure these conversational interfaces align with client brand voice, drive self-service success, and elevate the customer experience.
• The role partners with product managers, designers, researchers, developers, and other stakeholders to develop scalable, personalized, and emotionally intelligent
• conversational interactions.
• The role will help inform the foundation for the next generation of conversational and omnichannel customer experiences for client utilities.

About Candidates:

• Candidates are skilled in designing conversational experiences with a strong focus on creating intuitive, engaging, and effective interactions across customer channels.
• Candidates think in systems but design with empathy—making sure each message feels thoughtful, purposeful, and helpful.
• Candidates thrive in collaborative environments and enjoy shaping the future of AI-driven customer engagement.
• Candidates are enthusiastic about joining a passionate and innovative Customer Experience team dedicated to supporting the team in the quest to create the utility of the future.

Job Responsibilities:
Conversational Design:

• Design and optimize conversational flows, intents, maps, and scripts for conversational customer service platforms.
• Create reusable patterns and design systems for conversational experiences.
• Develop multimodal experiences that account for text, tone, visual prompts, and voice.
• Apply principles of linguistics, cognitive psychology, and UX writing to drive natural, engaging conversations.

Collaboration & Cross-Functional Support:

• Collaborate with cross-functional teams including product managers, developers, and UX/UI designers to ensure seamless integration of omnichannel conversational experiences.
• Partner with researchers to prototype and use findings to refine and optimize conversational designs.
• Analyze customer interactions and feedback to continuously improve conversational interfaces.
• Work closely with data analysts and bot trainers to continuously improve AI responses using real customer behavior and feedback.

Governance & Quality:

• Establish and maintain design standards, tone of voice, and conversational frameworks.
• Document dialogue flows and user journeys using tools like Voiceflow, Miro, or Lucidchart.
• Support the governance of chatbot content libraries and ensure consistency across channels.

Knowledge Sharing & Innovation:

• Share expertise in conversational design to elevate the quality and consistency of chatbot and voice experiences.
• Contribute to team learning by offering best practices, frameworks, and guidance.
• Stay updated with the latest trends and advancements in conversational interfaces and Gen AI and apply them to client customer experiences.
• Help increase the maturity of client conversational design practice by identifying gaps and recommending scalable approaches.

Basic Qualifications:

• 5 plus years’ experience in conversational design, UX writing, or voice UI design.
• Strong portfolio of chatbot, IVR, or voice-based experiences that showcase your impact.
• Strong understanding of AI technologies and their application in conversational interfaces.
• Proficiency in common design tools such as Figma, Voiceflow, Lucidchart, and Miro.
• Excellent verbal and written communication skills.
• Ability to be part of a collaborative team, manage ambiguity, iterate quickly, and work independently.
• Ability to think creatively and strategically to solve complex design challenges.

Preferred Qualifications:

• Experience working in agile environments or using SAFe methodology.
• Experience in utilities or other regulated industries (e.g., finance, insurance, healthcare).
• Familiarity with analytics tools like Google Analytics, Power BI, or chatbot dashboards.
• Experience with user research methodologies and usability testing.
• Bachelor’s or advanced degree in Design, Human-Computer Interaction, Computer Science, or a related field.

About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit www.ptrglobal.com  

At PTR Global, we understand the importance of your privacy and security. We NEVER ASK job applicants to: 

• Pay any fee to be considered for, submitted to, or selected for any opportunity. 

• Purchase any product, service, or gift cards from us or for us as part of an application, interview, or selection process. 

• Provide sensitive financial information such as credit card numbers or banking information. Successfully placed or hired candidates would only be asked for banking details after accepting an offer from us during our official onboarding processes as part of payroll setup. 

Pay Range: $75- $85/hr. W2

The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work. 

If you receive a suspicious message, email, or phone call claiming to be from PTR Global, do not respond or click on any links. Instead, contact us directly at +1 214-740-2424. To report any concerns, please email us at legal@pinnacle1.com  

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Job Tags

Full time, Contract work, Remote work,

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