Job Description

Company Overview


Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world's leading providers enhanced by cutting edge Applied AI. The results are

happier customers, enhanced insights,

and

lower costs

.



Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to

lower risk

and

increased efficiency

. Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction.



We value our people--their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We're all on the same page... even though we may get there from different perspectives. All in all, it's a pretty cool place to be and we're growing our global team of engineers, sales professionals, and creative souls.



About Waterfield Tech


Waterfield Tech designs and delivers advance AI and speech solutions that power customer contact centers. We combine expertise in conversational design, natural language, and speech technologies to help clients improve service, lower costs, and modernize their customer experience.



Position Summary


We're looking for an experienced Conversational AI Designer to design voice-based customer interactions such as natural language IVR and call routing systems.


This is not a UI or UX visual design role -- it focuses on spoken dialogue design and conversation flow creation for voice applications that sound natural, efficient, and aligned with each customer's brand.


You'll work closely with customers, analysts, and developers to define and document engaging, human-like conversational experiences in both English and French.



Key Responsibilities

Design and document conversation flows and dialogue scripts for voice and virtual agent systems. Define user journeys, prompt wording, and error-handling logic. Collaborate with analysts to translate business requirements into design specifications. Work with NLU teams to fine-tune intents and conversational logic. Support testing and provide tuning recommendations based on results. Ensure consistency with customer tone and brand voice.

Qualifications

8+ years of professional experience in project-delivery or analysis roles. 4+ years of experience in voice or conversational AI design (IVR, call routing, or virtual agents). Experience with Google Dialogflow or similar NLU platforms. Background as a business or systems analyst is a strong asset. Excellent writing skills and attention to linguistic deteail. Proficiency with Lucidchart or Visio Bilingual (English/French) required. Strong Presentation and communication skills for customer interactions.

Physical Requirements

Sitting: Ability to be able to sit for long periods of time. Lifting: Ability to lift equipment and or tools up to 20 pounds.

Waterfield Tech is proud to be an equal opportunity employer.


Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment