About the job
As part of the Agent Experience Design team, you'll help shape what great AI conversation experiences look and sound like — across channels and languages, for enterprise customers around the world. You'll work directly with customers and internal teams to improve agent quality — especially in voice, one of our fastest growing channels — and build the systems and resources that allow us to scale your expertise.
Responsibilities
- Design and optimize enterprise-grade AI conversation experiences across chat, voice, SMS, and email channels
- Serve as a trusted advisor to customers and internal stakeholders on conversation design best practices
- Evaluate voice quality and interaction patterns to maintain a high bar for naturalness and appropriateness
- Build repeatable frameworks for assessing conversation and voice performance
- Enable our Customer team to apply strong design judgment independently
- Partner crossfunctionally with Engineering and Product to investigate quality gaps and drive improvements through clear recommendations
- Share learnings and create documentation on best practices to improve consistency and raise the quality bar across deployments
Qualifications
Minimum
- 5+ years of relevant experience (e.g., voice experience design, conversation designer, product manager, applied linguistics, etc.)
- Hands-on experience with voice — conversational AI, speech synthesis, or audio production
- Experience migrating NLU systems to LLM and understanding key use cases for RAG functionality improvements
- Experience building evaluation frameworks, rubrics, or QA processes
- Strong communicator across technical and business contexts
- Comfortable working close to the product in a fast-moving environment
Preferred
- Native or professional fluency in Spanish and/or familiarity with other languages
- Experience with TTS providers or speech synthesis tools
- Hands-on experience with frontier AI tools and deployment in enterprise or high-impact settings