Conversational AI Designer

About the role

Miratech, a global IT services and consulting company, is looking for an experienced Conversational AI Designer to turn legacy IVR systems into modern, intelligent, customer-centric voice experiences. The role is platform-agnostic and focuses on conversation design excellence, working closely with product, engineering and operations teams to build seamless voice journeys and improve contact centre performance.

Key responsibilities

• Redesign existing IVR systems into intuitive, efficient, customer-centric conversational voice experiences.
• 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 behaviour and business requirements.
• Improve IVR containment, task completion rates and customer satisfaction through conversational UX design.
• Design recovery strategies, error-handling patterns and escalation paths to live agents.
• Analyse IVR performance, call data and interaction patterns to find friction points and improvement opportunities.
• Translate complex business needs into clear, human-centered flows and document flows, principles and rationale.
• Contribute to voice design standards, UX best practices and governance frameworks, and support engineering teams through design, development, testing and launch.

Required profile

• 6+ years of professional experience in conversational design, voice UX, IVR design or a related field.
• Proven experience modernising legacy IVR systems and call centre experiences.
• Ability to collaborate with product, engineering and operations stakeholders in a cross-functional environment.

Required skills

• Natural language understanding (NLU) for voice and IVR systems.
• Intent models, utterance libraries, dialog flows and voice interaction specifications.
• Understanding of conversational patterns, turn-taking, confirmations, reprompts and conversation repair.
• Excellent communication, storytelling and documentation skills.

Nice to have: experience with modern conversational AI platforms or cloud contact centre technologies, knowledge of call centre metrics such as containment rate and AHT, background in linguistics, UX design, psychology or HCI, and knowledge of speech recognition, TTS and conversational AI.

What we offer

• Health insurance and a relocation programme.
• Remote work flexibility.
• Certification programmes, mentorship, internal mobility and internship opportunities.
• A multicultural, inclusive team with regular social events.