In this role you will define voice, tone, and language guidelines that shape how Alexa+ communicates with customers - creating conversational specifications, writing prompts, authoring evaluation guidelines, and annotating data to identify patterns in model behavior.
To thrive in this role, you must be a pioneer with an inventor's spirit and have a strong understanding of language. You can work quickly, handling several projects. You will work side-by-side with UX designers, user researchers, product, science, and engineering to identify, define, and implement solutions that exceed the customer experience bar. You must excel at communicating your designs, creatively and effectively, to the larger team and driving that vision into solid design deliverables. You must have a solid understanding of conversation design fundamentals. You will have an enormous opportunity to impact the customer experience, design, and implementation of features that will be used by millions of people every day. We're looking for people who are passionate about innovating on behalf of customers, demonstrate a high degree of ownership, and want to have fun while they make history.
Key job responsibilities
* Create world-class, user-centered conversation design definitions and specifications with consideration of market research, business requirements, customer feedback, and usability findings
* Translate business requirements into use cases and high-level customer experience requirements
* Design the architecture and interaction flow of conversation experiences, including multi-turn dialogues, context carryover, error recovery, escalation paths, and graceful fallback strategies
* Write and iterate on system prompts, persona definitions, and starter prompts that guide Alexa+ behavior, tone, and response style across conversational surfaces
* Develop and maintain conceptual diagrams, prototypes, and ready-to-implement design specifications or documentation
* Develop quality guidelines, evaluation rubrics, and annotate dialog interactions for model training; participate in calibration sessions to ensure consistency
* Work with product, data science, and engineering teams to assess and optimize new and existing features
* Present high level strategy, patterns, and design work to the user experience team, product team, leadership, and external partners for review and feedback
* Collaborate with other design team members on frameworks, processes, design systems, and best practices
* Demonstrate leadership in driving design processes into the organization that help refine strategy
* Identify and mitigate conversational risks including bias, toxicity, hallucination, and off-topic responses; contribute to guardrail design and topic allow-listing strategies
BASIC QUALIFICATIONS
- Bachelor's degree or above in Computer Science, Human-Centered Interaction, Design, Statistics, Psychology or related fields
- Have an available online portfolio
- 7+ years of professional work experience as a voice/conversation designer or similar UX-related role demonstrating great end-to-end design solutions and patterns
PREFERRED QUALIFICATIONS
- Experience working in a fast-paced and ambiguous environment
- Experience with advanced machine learning pipelines, model training and tuning
- Experience leveraging voice or AI tools to create deliverables and boost productivity
- Deep understanding and leadership on driving conversation design culture for organizations
- Ability to extract complex concepts and quickly turn around sample interactions reflecting a range of options
- Additional design skills in related fields, including prototyping multimodal interactions
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, CA, San Francisco - 156,400.00 - 211,600.00 USD annually
USA, CA, Sunnyvale - 156,400.00 - 211,600.00 USD annually
USA, WA, Seattle - 137,800.00 - 186,400.00 USD annually
