AI Agent Experience Designer, Observe.AI
CA$85-120k
+ Registered Retirement Savings Plan (RRSP) + Equity
Contact center software
Be an early applicant
Contact center software
201-500 employees
Be an early applicant
CA$85-120k
+ Registered Retirement Savings Plan (RRSP) + Equity
201-500 employees
Company mission
To enable brands to enhance their customer experience, with the power of contact center AI.
Role
Who you are
- 3+ years of experience designing conversational systems (IVRs, chatbots, assistants) or human - AI interaction frameworks
- Conversational AI Expertise: Ability to design natural, usable dialogue and flow across industries
- Human Computer Interaction (HCI): Strong grounding in HCI principles, with the ability to design seamless human - AI workflows
- Communication & Facilitation: Skilled at running workshops, presenting designs to executives, and aligning diverse stakeholders
What the job involves
- We’re looking for an AI Agent Experience Designer to design, co-build, and optimize human - AI collaboration patterns that make AI agents both practical and transformative
- You’ll own the end-to-end agent experience: gathering requirements, blueprinting conversational flows, defining usability guardrails, and ensuring post-launch performance meets business outcomes. This role sits at the intersection of design, product, and AI engineering, shaping how real customers interact with Voice & Chat AI agents across industries
- Strategic Planning & Discovery
- Lead customer workshops to uncover high-impact automation opportunities
- Analyze operations and conversations to identify where VoiceAI can create the most value
- Partner with customers to define success metrics and ROI targets
- Translate insights into agent personas, usability guidelines, conversation samples, and error-handling strategies
- Agent Experience Design & Optimization
- Map and document conversational journeys that reflect customer expectations and real-world use cases
- Design usability-driven blueprints that surface corner cases, exception handling, and escalation paths
- Configure experience requirements in collaboration with AI Agent Engineers and Engagement Managers
- Use analytics, transcripts, and customer feedback to continuously refine and optimize agent experience
- Customer Success & Implementation
- Guide customers through the experience-design lifecycle - from concept to post-launch optimization
- Train customer teams on best practices for managing VoiceAI usability and conversation design
- Monitor live agent performance, track outcomes, and recommend improvements
- Collaborate with Product and Engineering teams to influence platform features and standards
- Document reusable design frameworks and share best practices across accounts
Our take
Being stuck on the phone to customer service can be time-consuming and frustrating. Observe.AI aims to improve the experience with its Intelligent Workforce Platform. This transforms contact centres through AI by automating tasks and form-filling, helping people find more information more quickly.
Unconventionally, the company gained its footing by going directly to the call centres themselves, rather than to the businesses they serve, providing valued call-optimisation tools to improve operatives' performance. It also provides an analysis engine for cross-channel customer interactions, enabling users to find new revenue opportunities, employ effective coaching, and improve quality assurance.
Observe.AI has raised huge amounts of funding, demonstrating the high levels of confidence in its market position and performance. A major technological and commercial partnership with Zoom, alongside the growing trend in businesses prioritising customer interactions, bodes well for the company's future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2022
$125m
SERIES C
Sep 2020
$54m
SERIES B
Total funding: $223.4m
Company benefits
- Excellent medical, dental, and vision insurance options
- Flexible PTO
- Generous holiday (federal and wellness) recognition and parental leave policies
- 401K plan to save for your future
- Remote benefits including a daily meal stipend, WFH stipend, mobile & internet stipend to set you up for success in this remote environment
- Learning & Development fund to support you in your continuing education journey and professional development
- Fun events to build culture across the organization
Company HQ
Redwood Shores, Redwood City, CA
Leadership
Swapnil Jain
(Co-Founder & CEO)Previously completed an internship in Software Engineering at Google and worked at Twitter for 3 years, first as Senior Software Engineer and then as Technical Team Lead.
Share this job
View 5 more jobs at Observe.AI