Conversational AI Designer
Miratech · London, England, United Kingdom · hybrid
Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding scope, schedule, and budget objectives since our inception in 1989.
Miratech has coverage across five continents and operates in 25 countries worldwide. With nearly 1,000 full-time professionals and an annual growth rate exceeding 25%, we continue to deliver innovative technology solutions to global enterprises.
Miratech is looking for an experienced Conversational Designer to transform legacy IVR systems into modern, intelligent, and customer-centric voice experiences. The ideal candidate will have strong hands-on experience in conversational design, voice UX, and natural language understanding, with a proven ability to modernize traditional menu-driven or basic natural language IVR flows into intuitive, human-centered conversational experiences. This is a platform-agnostic role focused on conversation design excellence. The successful candidate will work closely with product, engineering, and operations teams to create seamless voice journeys, improve customer interactions, and optimize the overall performance of contact center experiences.
Responsibilities
- Lead the redesign of existing IVR systems into modern, conversational voice experiences that are intuitive, efficient, and customer-centric.
- Design end-to-end voice journeys, including call steering, multi-turn dialogs, confirmations, error handling, and fallback mechanisms.
- Develop intent models, utterance libraries, and conversational flows based on real customer behavior and business requirements.
- Improve IVR containment, task completion rates, and customer satisfaction through effective conversational UX design.
- Design robust recovery strategies, error-handling patterns, and escalation paths to ensure smooth transitions to live agents when needed.
- Collaborate closely with product managers, engineers, and operations teams to ensure conversational designs are technically feasible, scalable, and aligned with business objectives.
- Analyze IVR performance, call data, and customer interaction patterns to identify friction points and opportunities for continuous improvement.
- Translate complex business requirements into clear, natural, and human-centered conversational experiences.
- Document conversational flows, design principles, and design rationale to support implementation and cross-functional collaboration.
- Contribute to the development of voice design standards, conversational UX best practices, and governance frameworks.
- Support engineering teams throughout the design, development, testing, and launch phases to ensure the intended conversational experience is delivered effectively.
- 6+ years of professional experience in conversational design, voice UX, IVR design, or a related field.
- Hands-on experience designing voice or IVR systems using natural language understanding (NLU).
- Strong understanding of conversational patterns, turn-taking, confirmations, reprompts, and conversation repair strategies.
- Proven experience modernizing, redesigning, or optimizing legacy IVR systems and call center experiences.
- Ability to translate complex business needs into simple, intuitive, and human-centered conversational flows.
- Experience developing intent models, utterance libraries, dialog flows, and voice interaction specifications.
- Strong understanding of voice user experience principles and customer journey design.
- Excellent communication, storytelling, and documentation skills, with the ability to clearly explain and justify design decisions.
- Ability to collaborate effectively with product, engineering, and operations stakeholders in a cross-functional environment.
Nice to Have
- Experience working with modern conversational AI platforms or cloud-based contact center technologies.
- Familiarity with call center performance metrics, including containment rate, transfer rate, task completion, and average handle time (AHT).
- Experience collaborating directly with engineering teams during solution implementation, testing, and launch.
- Background in linguistics, UX design, psychology, human-computer interaction (HCI), or a related discipline.
- Knowledge of voice automation, speech recognition, text-to-speech (TTS), and conversational AI capabilities.
- Experience defining and maintaining conversational design standards and governance practices.
We offer:
- Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
- Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
- Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.