The Role
Lead design and optimization of end-to-end conversational experiences across chat, voice, SMS, and email. Engage with clients on CX strategy, craft and iterate prompts/system instructions, define tone governance, handle multi-intent and context, analyze live performance, and maintain reusable conversation libraries.
Summary Generated by Built In
About the Company:
Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.
Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us!
About the Role:
We are seeking a Sr. Conversational AI UX Designer to lead the design and optimization of end-to-end user experiences across conversational channels, including chat, voice, SMS, email, and emerging messaging platforms. This role combines UX design, conversation design, and AI prompt engineering to create natural, effective, and brand-aligned interactions that delight users while meeting business goals.
The ideal candidate is equal parts designer, strategist, and storyteller, with experience creating usable, intuitive, and emotionally intelligent conversational flows.
Responsibilities:
- Customer Experience Strategy: Engage with clients to understand their business goals, customer personas, and resolution paths
- Prompt Design & Optimization: Write, test, and refine AI prompts and system instructions to optimize clarity, tone, and model performance across different channels.
- Tone & Voice Governance: Define tone of voice guidelines, ensuring consistency with brand standards while adapting for channel (chat vs. SMS vs. voice).
- Multi-Intent & Context Handling: Design experiences that gracefully handle multi-intent queries, context switching, and proactive interactions.
- Analytics & Iteration: Partner with analytics teams to monitor live performance (containment, abandonment, sentiment) and use insights to continuously improve conversation flows.
- Documentation: Maintain libraries of reusable conversation patterns, error handling scripts, and test scorecards for internal consistency.
Requirements:
- Experience in Conversational AI: 2–4 years of experience designing AI Agents (voice, chat, email, and messaging) that balance user needs with technical requirements.
- Prompt Engineering & LLM Familiarity: Understanding how large language models work and how to optimize prompts with examples, context, and constraints.
- Domain Expertise (Nice to Have): Experience designing conversational experiences in regulated industries such as airlines, financial services, healthcare, or retail.
- Scalability & Frameworks: Proven ability to design reusable frameworks, templates, and scalable patterns for enterprise-grade deployments.
- Prototyping & Innovation: Experience creating multiple demos or prototypes showcasing cutting-edge capabilities of agentic AI.
- Communication Skills: Exceptional written and verbal communication skills, with the ability to convey technical requirements and design decisions to internal and external stakeholders.
In order to ensure a fair and equitable recruitment process, Netomi requests that all applicants refrain from using any artificial intelligence language model to generate application responses and/or content. Any application that is found to have been a product of using such tools may be excluded from consideration.
Disclaimer: For all United States-based applicants, please note that Netomi participates in E-Verify for the purpose of work authorization. More information on E-verify can be found here and here.
Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
Top Skills
Conversational Ai
Large Language Models (Llms)
Prompt Engineering
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The Company
What We Do
Netomi is an AI-first customer service platform that enables companies to deliver the highest quality customer experiences while significantly reducing cost. Netomi's Relationship Operating System automatically resolves up to 80% of routine customer service inquiries, decreasing resolution time, and increasing customer satisfaction and support quality. The patented, no-code platform works across messaging, chat, email and voice, and understands 100+ languages. Netomi is based in San Francisco and has offices in New York and India.
