Back to SearchConversational Designer (Amazon Connect + AI/ML)
Remote in Poland
Solution Architecture& 3 others
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We are seeking a Conversational Designer to join a contact center transformation initiative, partnering with a GenAI/Agentic AI lead and a Connect CX Specialist to own the Conversational Design & Customer Experience Mapping workstream across voice and digital channels on Amazon Connect.
Responsibilities
- Own CX mapping for voice and digital channels on Amazon Connect
- Translate high-level business requirements into detailed design artifacts, including dialogue flows, prompt scripts, error/retry strategies, and DTMF fallback paths
- Facilitate design workshops with business stakeholders to surface assumptions around caller demographics, authentication tolerance, and self-service containment goals
- Produce design documentation that clearly delineates Amazon Connect platform responsibilities from AI/ML model responsibilities
- Define containment, escalation, and confidence-threshold behavior for AI-assisted and agent-assisted journeys
- Ensure designs are viable within a regulated financial-services environment
- Collaborate with the GenAI/Agentic AI lead and Connect CX Specialist to enable parallel workstreams
Requirements
- 7+ years of experience in conversational design, with advanced expertise in Amazon Connect, including Contact Flows, Agent Workspace, Contact Lens, and reporting
- Expertise in self-service IVR flow design in Amazon Connect
- Background in Connect AI Agents
- Experience in integration with external systems, including screen pops and SaaS APIs
- Understanding of operational CCaaS, including queue management, routing, and supervisor tooling
- Proficiency in English at a B2+ level
Nice to have
- Familiarity with NLX / ACXD
- Background in financial services or regulated industries
- Knowledge of bilingual design patterns (EN/FR)