Job Details:
Job Title: Senior Conversation Designer
Location: Toronto, ON (Hybrid Onsite) | (4-days / Week)
Duration: 12+ Months
Type: Contract Full Time
Description:
The Conversation Designer will be a key contributor to our client’s Interactive Voice Response (IVR) strategy refresh (see below), working on the Advice Centre Platforms team.
In close collaboration with their colleagues on this team, the Conversation Designer will:
• Co-lead with relevant partners the creation, maintenance and socialization of the Advice Centre’s IVR strategy and future-state vision, and by extension the role of IVR in establishing a client’s Advice Centre experience as best-in-class; contributions will include but not be limited to:
o Definition and documentation of relevant client journeys
o Refresh of conversation design / voice channel standards and best practices
o Consideration of key technological capabilities (natural language understanding, generative AI) in delivering and extending the IVR strategy
• Co-lead (with IVR team director and senior managers) the creation and implementation of a structured conversation framework for mapping, specifying and documenting prompts and complex call flows (including error handling, clarifications, routing and transfers, etc.);
• Work with Advice Centre Platforms colleagues to ensure that conversation framework accommodates all relevant business and technical requirements;
• Use the conversation framework to implement call flow scripts in the IVR system; key responsibilities include:
o Creation of call flow scripts that enable and support the successful completion of identified, validated client journeys, and that are fully aligned with our client’s brand voice guidelines;
o Testing or otherwise validating call flow scripts to ensure they are robust – ie. capable of accommodating user errors, clarifications, routing & transfers, and other call flow complexity;
o Supporting the deployment into the IVR system of tested call flows scripts;
• Work with colleagues to assess the performance of in-prod call flows scripts, and fine tune scripts (prompts, intents, flow logic) as needed;
• On an ongoing basis, revisit and revise our client’s telephony brand standards to reflect learnings and research findings, the evolution of our telephony conversation flow, and priorities on the IVR refresh strategy.
• Work with design research partners as needed to design and conduct
o usability studies for proposed call flows
o generative or exploratory research to identify client needs, pain points and expectations for voice-based interactions and client services
About Project:
Interactive Voice Response Strategy
• The IVR team at the Advice Centre will be embarking on a multi-year initiative to refresh and modernize its IVR strategy and capabilities.
• The Conversation Designer will be a key contributor to this initiative (see responsibilities above).
• They will be expected to work closely and collaboratively with IVR and Advice Centre leadership, as well as IVR product owners, developers and engineers, business analysts, operations specialists cand other relevant partners to create and deliver the IVR strategy.
What capabilities makes current designers on your team successful?
• Substantial skill and experience writing for voice platforms and experiences (enterprise conversation design, corporate scriptwriting, etc.).
• Fast, self-directed learner regarding key technologies in this space, including but not limited to natural language processing, generative/agentic AI for voice, virtual agent and chat.
• Experience in systems thinking and design – i.e., use and/or creation of voice platform standards, design systems, service mapping, etc.
• Highly collaborative colleague, capable of influencing their team and environment while also being influenced, learning and productively implementing feedback from colleagues and leaders
Future State of Success:
• Key contributor to the IVR strategy refresh and future-state vision and, by extension, to our client’s objectives for transformation of personal banking.
• Trusted subject matter expert on content creation and process flow for voice platforms.
Qualifications:
Must Have Skills:
The ideal candidate will have 5-6 years’ experience creating content for enterprise voice platforms or experiences (ideally on an enterprise call centre business technology team).
More specifically, the candidate should:
• Have substantive experience planning and documenting content for automated customer service voice systems, including call flows, prompts and intent clarifications, exceptions and error handling, routing and transferring to relevant resources.
• Have excellent writing and communications skills and attention to linguistic detail.
• Be fully bilingual, with conversational fluency in both Canadian English and French.
• Have strong presentation and communication skills for customer interactions
Nice to Haves:
Experience designing for AI-supported voice or customer service applications.
“Mindlance is an equal-opportunity employer. We are committed to inclusive, equitable, barrier-free recruitment and selection processes, and a work environment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). We will be happy to work with applicants requesting accommodation at any stage of the hiring process”.
