AI Agent Experience Designer

🔥 13 hours ago

🇨🇦 Canada – Remote

💵 $85k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🎨 Product Designer (UI/UX)

👻 Ghost score 1%

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Observe.AI

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Observe. AI is an enterprise-grade AI platform focused on conversation intelligence for contact centers. It provides a comprehensive suite of AI-powered solutions, including real-time agent assistance, voice AI for automating complex customer interactions, post-interaction quality assurance (QA), and business analytics. The company's platform empowers contact centers to evaluate customer interactions fully, support agents with real-time guidance, improve customer satisfaction, and boost operational efficiency, all while ensuring compliance. Observe. AI caters to various industries, such as banking, financial services, and healthcare insurance, enhancing sales performance, customer experience, and compliance monitoring.

📋 Description

• Lead customer workshops to uncover high-impact automation opportunities • Analyze operations and conversations to identify where VoiceAI can create the most value • Partner with customers to define success metrics and ROI targets • Translate insights into agent personas, usability guidelines, conversation samples, and error-handling strategies • Map and document conversational journeys reflecting customer expectations and real-world use cases • Design usability-driven blueprints covering corner cases, exception handling, and escalation paths • Configure experience requirements with AI Agent Engineers and Engagement Managers • Use analytics, transcripts, and customer feedback to refine and optimize agent experience • Guide customers through the experience-design lifecycle from concept to post-launch optimization • Train customer teams on VoiceAI usability and conversation-design best practices • Monitor live agent performance, track outcomes, and recommend improvements • Collaborate with Product and Engineering teams to influence platform features and standards • Document reusable design frameworks and share best practices across accounts

🎯 Requirements

• Hiring in Toronto Canada Only • 3+ years of experience designing conversational systems (IVRs, chatbots, assistants) or human - AI interaction frameworks • Ability to design natural, usable dialogue and flow across industries • Strong grounding in Human Computer Interaction (HCI) principles • Ability to design seamless human - AI workflows • Skilled at running workshops • Skilled at presenting designs to executives • Ability to align diverse stakeholders

🏖️ Benefits

• Competitive compensation including equity • Private Health Insurance, including prescription drugs, dental care, vision care, paramedical services, mental health benefits, and bundled life insurance, AD&D, and disability coverage • Registered Retirement Savings Plan (RRSP) • Monthly stipend to support work from home

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