Conversational Designer (Amazon Connect + AI / ML) | Associate Management

Description

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)

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

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

Seniority

• Associate Management

Nice to have

• Familiarity with NLX / ACXD

• Background in financial services or regulated industries

• Knowledge of bilingual design patterns (EN/FR)