Company Overview
Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting edge Applied AI. The results are happier customers, enhanced insights, and lower costs.
Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency. Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction.
We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.
Position Summary
Waterfield Tech is seeking a Conversational Designer to support client engagements, with a focus on NLU-driven IVR and voice applications. The role involves designing and optimizing NLU-based conversations, working directly with clients, and collaborating with cross-functional teams.
Location
This is a fully remote position open to qualified candidates residing in Canada or the United States.
Key Responsibilities:
- Design conversational experiences for IVR and voice platforms
- Design, structure, and optimize NLU-driven interactions, including intent models and conversation flows
- Create call flows, dialogue flows, and design documentation (Visio, Lucidchart, etc.)
- Lead client workshops, discovery sessions, and design reviews
- Collaborate with cross-functional teams (PMs, developers, QA)
- Continuously improve conversations using data, testing, and performance insights
Qualifications:
- Minimum 6 years of experience in conversational design
- Strong hands-on experience designing and optimizing NLU models for conversational applications
- Experience with IVR / telephony systems
- Proficiency with flow design and documentation tools
- Strong communication and client-facing skills
Preferred Requirements
- Consulting or professional services experience
- Familiarity with platforms like Genesys, Google Dialogflow, Amazon Lex, etc.
- Ability to ramp quickly and manage multiple workstreams
Physical Requirements:
- Ability to work at a computer workstation for extended periods
- Ability to participate in virtual meetings required focused attention.
Language Requirements
English fluency (written and spoken) is required for this position. This requirement is based on the nature of the duties:
- The role involves leading client workshops, discovery sessions, and design reviews with clients whose working language is primarily English. Clients are predominantly based in the United States, with occasional engagements involving English-speaking clients in Canada.
- The role requires daily collaboration with cross-functional teams (Product Management, Engineering, Quality Assurance) located primarily in the United States and operating in English.
- The conversational design platforms, NLU tools, and technical documentation used to perform the duties (Genesys, Google Dialogflow, Amazon Lex, and related tooling) are predominantly in English.
Before posting this role, Waterfield Tech assessed whether this language requirement could be avoided, including whether existing bilingual employees could cover the English-language duties and whether translation tools could be used. Neither option covers the full scope of responsibilities.
French is considered an asset, particularly for designing conversational experiences for French-speaking markets.
Work Authorization
Candidates must be legally authorized to work in Canada or the United States at the time of application. Waterfield Tech does not sponsor work visas or permits for this role.
If you’re ready to grow your career in an energetic, customer-focused environment, Waterfield may be looking for you!
