Senior Conversation Designer, AI & Virtual Agents (Toronto, ON, CA, M5J 2P1)

Shape the Future of Customer Conversations We're looking for a Senior Conversation Designer to lead the design of intelligent, human-centred conversational experiences across virtual agents, chatbots, voicebots, and AI-powered service channels.In this role, you'll transform complex business processes into simple, intuitive conversations that help customers and employees get what they need quickly and effortlessly. You'll work at the intersection of customer experience, content design, AI, and service innovation, partnering with cross-functional teams to deliver scalable, accessible, and trusted digital experiences. What You'll Do Design end-to-end conversational experiences across voice, chat, messaging, and virtual agent channels Lead discovery workshops to understand user needs, business goals, policies, and service requirements Create conversation flows, intents, prompts, escalation paths, authentication journeys, and handoff experiences Develop clear, inclusive, plain-language content that drives engagement and task completion Partner with product, UX, operations, technology, and business teams to bring designs to life Conduct usability testing and analyse conversation data to continuously improve performance and customer outcomes Establish and evolve conversation design standards, reusable patterns, and best practices Coach and influence teams on effective conversational AI design without direct people management responsibilities What You Bring 4+ years of experience in