About the

Role:

As a Conversation Designer, you will shape how Octopoz's AI voice agents interact with customers. You will turn business requirements into clear, natural conversations that help callers get answers, complete tasks, and reach a human when needed. You will work with implementation specialists, developers, and client-facing teams to design, test, and improve conversational experiences. Your focus will be practical usability: accurate information, appropriate questions, smooth handoffs, and reliable outcomes.

Key Responsibilities:

Gather client requirements and identify caller needs, common questions, and desired outcomes. Design conversation flows for inquiries, appointment scheduling, lead qualification, and follow-ups. Write and maintain agent instructions, prompts, example dialogues, and fallback responses. Define tone, terminology, and communication style for each client. Design responses to ambiguity, interruptions, corrections, silence, and unexpected requests. Establish when an agent should ask for confirmation, decline a request, or transfer the conversation to a human. Work with developers to align dialogue flows with CRM actions, calendars, and other integrations. Review call recordings and transcripts through approved, privacy-conscious processes. Identify recurring misunderstandings and improve conversation logic. Create test scenarios covering both routine interactions and difficult edge cases. Track task completion, information accuracy, escalation quality, and caller experience. Ensure agents avoid unsupported claims, unnecessary personal-data collection, and actions outside their approved scope. Maintain clear documentation and version history for conversational changes.

Requirements:

Experience in conversation design, UX writing, conversational AI, or a closely related role. A portfolio demonstrating dialogue flows, voice experiences, chatbot journeys, or relevant writing samples. Excellent written and spoken English. Ability to translate complex business processes into straightforward conversations. Understanding of intent recognition, context management, error recovery, and human handoffs. Familiarity with prompt design and the limitations of large language models. Strong analytical skills and a willingness to revise designs based on testing and user feedback. Ability to collaborate with technical teams and explain design decisions to clients.

Pay:

$64,607.00 - $77,785.00 per year

Benefits:

401(k) Dental insurance Employee assistance program Health insurance Paid time off Professional development assistance Referral program Vision insurance

Work Location:

In person