Conversation Designer – Virtual Agents

About the role
We’re looking for a Conversation Designer to support the design and optimization of our Virtual Agents across digital channels and XM Programs. In this role, you’ll collaborate with lead designers and internal stakeholders to create seamless, natural self-help experiences that balance user needs with business goals.

What you’ll do

• Design, build, and optimize self-help solutions for digital channels
• Collaborate with lead designers and cross-functional teams to deliver consistent and scalable conversational experiences
• Audit and verify existing virtual agent conversations, identifying opportunities for improvement
• Refine and enhance conversations based on testing, performance data, and user feedback
• Support end-to-end design activities, from concept through review and iteration
• Support UAT efforts, ensuring designs perform as intended before launch

What we’re looking for

• Strong writing skills — able to craft natural, clear, concise, and user-friendly prompts
• Logical thinking — ability to structure conversations, anticipate user responses, and break down complex queries
• User-centric mindset — understands how people interact with voice/chatbots and refines responses for better engagement
• Technical curiosity — willingness to learn Dialogflow’s structure, Playbooks, Prompt engineering, and integrations over time
• Collaborative problem-solver — comfortable juggling multiple projects and working with diverse stakeholders
• Curiosity for AI and conversational design — eager to learn virtual agent (voice & chatbot) best practices and evolving AI behaviors and technology

Why join us
This is an opportunity to contribute to meaningful automation experiences, learn from experienced design leads, and grow your expertise with platforms like Dialogflow—while making an impact in the rapidly evolving world of conversational AI.

Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.

We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency. 

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.