Conversation Designer

About Decagon

Decagon stands as a premier conversational AI platform committed to empowering brands to deliver exceptional concierge-level customer experiences. Its technology supports prominent enterprises such as Avis Budget Group, Block's Cash App and Square, Chime, Oura Health, and Hunter Douglas by enabling AI agents that foster personalized and enriching interactions across various communication channels including voice, chat, email, and SMS.

The company envisions redefining customer experience by moving away from traditional support approaches to facilitating faster resolutions, more meaningful dialogue, and stronger customer bonds. Backed by top-tier investors like a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, Decagon operates as an in-office firm emphasizing excellence and rapid progress, guided by principles such as delivering results, customer-centric innovation, a competitive mindset, and versatile expertise.

About the Team and Role

The recent advancements in large language models (LLMs) necessitate continuous oversight and refinement in AI software beyond initial setup. Positioned within the Conversation Design team, you will craft superior AI conversational experiences for enterprise clients globally, spanning multiple languages and channels with a special focus on voice—a rapidly expanding area.

This position involves collaborative work with customers and internal teams to enhance agent performance, develop scalable systems, and contribute cross-functionally to product development.

Key Responsibilities

• Develop and refine enterprise-level AI conversation designs applicable to chat, voice, SMS, and email interfaces.
• Act as a reliable consultant to both clients and internal teams on best practices in conversation design.
• Assess and improve voice quality and interaction to ensure natural and contextually appropriate communication.
• Create scalable frameworks and evaluation tools to standardize conversation and voice quality assessments.
• Empower the Customer team with strong design insights to function autonomously.
• Collaborate closely with Engineering and Product teams to identify quality gaps and propose actionable enhancements.
• Disseminate knowledge and produce documentation to maintain consistency and elevate quality across AI deployments.

Candidate Qualifications

• A minimum of five years’ experience in relevant domains such as voice design, conversation design, product management, or applied linguistics.
• Practical exposure to voice technologies encompassing conversational AI, speech synthesis, or audio production.
• Familiarity with transitioning natural language understanding (NLU) systems to LLM-based architectures, incorporating retrieval-augmented generation capabilities.
• Experience in creating evaluation frameworks, quality assurance processes, or rubric development.
• Exceptional communication skills across both technical and business audiences.
• Aptitude for thriving in fast-paced, product-focused environments.

Preferred Skills

• Native or professional proficiency in Spanish and/or experience with additional languages.
• Experience working with text-to-speech (TTS) providers or speech synthesis tools.
• Direct experience with cutting-edge AI tools and their implementation within enterprise or impactful contexts.

Compensation and Benefits

The role offers a salary range from 160,000 to 200,000 USD annually, along with equity compensation. Benefits provided to full-time employees include a flexible vacation policy (complying with local regulations, with UK employees entitled to 25 statutory leave days), comprehensive medical, dental, and vision coverage for employees and their families, life insurance, disability benefits, retirement plans such as 401(k) or pensions, parental leave support, fertility and family-building benefits through Carrot, and daily office lunches and snacks to support well-being.

These benefits are detailed within Decagon's policies, may vary depending on location, and are subject to change in alignment with applicable compensation and benefits programs.