Our FI client is looking for a Conversation Designer to join their team. This will be 12+ months, fulltime hours per week, and 4x per week onsite downtown.
The Conversation Designer will:
* be working on a multi-year initiative to refresh and modernize the client's IVR strategy and capabilities.
* define and document relevant client journeys
* refresh conversation design / voice channel standards and best practices
* create and implement 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
* create call flow scripts that enable and support the successful completion of identified, validated client journeys, and that are fully aligned with brand guidelines
* work with colleagues to assess the performance of in-prod call flows scripts, and fine tune scripts (prompts, intents, flow logic) as needed
Must haves:
* expertise with Jira / Confluence, Mural, potentially Figma
* 5-6 years of experience creating content for enterprise voice platforms or experiences
* Be fully bilingual, with conversational fluency in both Canadian English and
French.
* Have strong presentation and communication skills for customer interactions.
