Job Title

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 neededMust 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.