Bilingual Conversation Designer
Greater Toronto Area Location: Hybrid (4 days on-site / 1 day WFH)
Duration: 12 months (strong potential for extension/conversion to permanent hire).
A leading Canadian financial institution is looking for an experienced Conversation Designer to help redefine the future of its Interactive Voice Response (IVR) experience. This is a rare opportunity to shape an AI-enabled voice channel used by millions of customers.
This role requires high proficiency in both spoken and written Canadian English and French .
What You’ll Do
- Co-lead the evolution of the organization’s IVR strategy and future-state vision
- Create, document, and maintain client journeys , voice interaction standards, and conversation frameworks
- Write, test, and optimize call flows, prompts, and scripts for enterprise voice systems
- Collaborate with product owners, developers, analysts, and operations teams to implement and refine flows
- Support or lead usability testing and client research to improve voice experiences
- Continually refine voice standards based on data, technology advancements, and user insights
What Makes You a Great Fit
- Experience crafting content for automated/enterprise voice platforms
- Strong expertise writing call flows, prompts, error handling, routing , and complex voice interactions
- Exceptional writing and editing skills with high attention to linguistic detail
- Fully bilingual – Canadian English and French (written + verbal)
- Highly collaborative, confident communicator across cross-functional teams
- Quick, curious learner with interest in NLU, generative AI, and virtual agent technologies
Nice to Have
- Experience designing AI-supported or NLU-powered voice systems
- Systems-thinking mindset (design systems, service mapping, standards)
Why You’ll Love This Role
- Work on a high-impact initiative influencing millions of Canadians
- Join a small, collaborative team building next-generation voice and AI experiences
- Influence standards, frameworks, and best practices from the ground up
