What Your Experience Will Be

We're seeking an experienced Senior Conversation Designer to join our team building and iterating on our generative AI voice system. This role requires both a designer and builder mindset to advance our product, and you'll have the opportunity to craft exceptional conversational experiences that feel natural, intuitive, and helpful to our users, across both voice and chat.

Day to day, you're digging into conversation transcripts and metrics to find where real users are hitting friction, evaluating how models perform in production, and partnering closely with engineers to define prompts and guardrails for genAI. You're as comfortable creating a consistent voice, tone, and personality as you are debugging a fallback path or pushing prompt changes into Github.

You'll report to our Head of Product, and partner with the Lead Conversation Designer to apply and contribute to design standards and processes. Beyond design, you'll collaborate with product, engineering, and operations to align conversation design with broader product strategy.You'll also drive research and testing across a range of methodologies - user research, usability testing, A/B testing, QA, and regression testing - to keep improving the experience. The role is based in our NYC HQ, with occasional travel for company offsites.

(Note: Conversation Design is called different things at different companies; even if your past titles don't match, we're looking for someone who can design AI and its underlying logic and training.)

What Success Looks Like

You will...

• Design end-to-end conversational flows for generative AI capabilities, for both voice and chat that incorporate condition logic, parameter handling, and tool calls
• Build robust error handling and fallback mechanisms for conversation recovery
• Create and test dialog that maintains a consistent voice, tone, and personality across the product
• Partner with engineers to define prompts and guardrails for LLM integration, and evaluate LLM performance in production
• Analyze conversation transcripts, audio, and metrics to identify friction points and turn them into concrete design improvements
• Define and document conversation design standards, best practices, and reusable patterns that scale across experiences

What You Will Bring

Required:

• 7+ years of experience designing conversational interfaces (voice assistants, IVR systems, any kind of voice AI)
• Demonstrated expertise with both traditional NLU frameworks and generative AI/LLM technologies
• Experience contributing to design standards and following established processes
• Experience with evaluating genAI agents and metrics-driven design
• Proven ability to design and build technically complex flows with multiple logical branches
• Experience with parameter extraction, validation logic, and dynamic response generation
• Strong understanding of programming concepts like variables, loops, and conditional statements
• Proficiency implementing conversation flows that integrate with external systems via APIs
• Proficiency with conversation design tools and prototyping platforms
• Excellent written and verbal communication skills with an ear for natural language
• Active, hands-on use of AI tools in your daily workflow - not passive awareness, but a demonstrated habit of using AI to move faster and think better

Preferred:

• Strong understanding of linguistics, conversation analysis, and pragmatics
• Experience with evaluation and analytics tools for conversation performance measurement
• Understanding of accessibility considerations in voice and text interface design
• Experience in the restaurant or hospitality industry
• Familiarity with prompt engineering for large language models
• Background in content design, strategy, or UX/UI design
• Fluency in Spanish or French

How Work Affects My Life

As the senior conversation designer on a team that takes this craft seriously, you'll own meaningful design work end-to-end with real impact on how thousands of interactions land.

Compensation & Location

Compensation for this role is location-based and benchmarked against local market data aligned to the employee's primary work location. Total compensation includes a mix of cash and equity and may vary by location, role level, and experience. Our range is therefore wide and not meant as a negotiation range.

Work Location: NYC HQ, Hybrid 3 days in office

Base Compensation: $160,000 - $180,000

Equity: Included in offer package