Content Writer (Conversation + AI)

Full Description

Our FI client is looking for a Conversation Designer to join their team.

This will be 12+ months, fulltime hours per week, and 4x per week onsite downtown.

The Conversation Designer will:

be working on a multi-year initiative to refresh and modernize the client's IVR strategy and capabilities.

define and document relevant client journeys

refresh conversation design / voice channel standards and best practices

create and implement structured conversation framework for mapping, specifying

and documenting prompts and complex call flows (including error handling,

clarifications, routing and transfers, etc.)

work with Advice Centre Platforms colleagues to ensure that conversation

framework accommodates all relevant business and technical requirements

use the conversation framework to implement call flow scripts in the IVR system

create call flow scripts that enable and support the successful completion of identified, validated client journeys, and that are fully aligned with brand guidelines

work with colleagues to assess the performance of in-prod call flows scripts, and fine tune scripts (prompts, intents, flow logic) as needed

Must haves:

expertise with Jira / Confluence, Mural, potentially Figma

5-6 years of experience creating content for enterprise voice platforms or experiences

Be fully bilingual, with conversational fluency in both Canadian English and

French.

Have strong presentation and communication skills for customer interactions.