Conversational AI Designer

Job title: Conversational AI Designer

Company: Capacity

Job description: Conversational AI Designer (Remote – US)Who we areOur mission at Capacity is to help teams do their best work through our AI-powered support automation platform. Capacity provides everything you need to automate support and business processes in one powerful omni-channel platform.We believe that each individual voice, perspective and background brings inherent value to enhance our product, serve our customers and generate more ideas to solve complex problems. By continuing to hire talented, driven and humble teammates, we have the opportunity to see Capacity become a premier brand enterprise SaaS platform.Capacity has raised over $100 million dollars from over 150 investors, giving us the opportunity to make ambitious investments in our team and big bets on our future. Our total addressable market is enormous. Any company that wants to grow revenue, reduce costs, and improve customer and employee satisfaction is an opportunity for Capacity to shine.Why this job is excitingThe role:At Capacity, customer experience is at the center of everything we do. As a Conversation Designer, you will design and optimize conversational experiences across voice, web chat, and SMS. You’ll focus on designing and tuning agentic, goal-oriented AI assistants powered by LLMs, crafting the instructions, behaviors, knowledge access, and safety guardrails that enable assistants to reason, take actions, and achieve outcomes. You’ll partner closely with integration engineers, data/ML, and customer teams to ship, measure, and iterate on experiences that deliver real results.Responsibilities:● Lead the design of agentic assistants for voice, chat, and SMS—defining behaviors that enable autonomous task completion and seamless human handoffs.● Translate business requirements and user needs into conversation architectures: intents, knowledge base management, data interfacing, context management, and error-recovery strategies.● Own assistant personality and voice: write clear, concise, brand-aligned agent personas; define tone/voice guidelines; craft SSML and non-verbal cues for natural VUI experiences.● Prompt engineering: author, version, and iterate system prompts, instruction hierarchies, few-shot examples, tool/function definitions, and self-reflection strategies to improve reasoning and reliability.● Manage the Agent UX testing; run usability tests and conversations-in-the-wild; synthesize findings and iterate quickly.● Establish and enforce safety, compliance, and accessibility guardrails; implement content filters, grounding checks, and fallbacks that protect users and the client brands.● Facilitate workshops and working sessions with stakeholders; present concepts, prototypes, and rationale; document decisions, design standards, and best practices.Requirements:● 3+ years designing conversational experiences for voice, chat, or SMS (in-house or agency).● Demonstrated mastery of conversation design principles: turn-taking, grounding, repair, disambiguation, escalation, and multimodal cues.● Hands-on experience with NLU-driven assistants and LLM-based systems; familiarity with agentic patterns (tool use/function calling, planning, reflection) and RAG.● Strong prompt engineering skills: few-shot exemplars, instruction tuning techniques, prompt versioning/evaluation, and safety/guardrail strategies.● Conversational design tools; ability to run usability tests and synthesize insights.● Data literacy: can define metrics, analyze transcripts, annotate data, and partner on A/B tests.● Excellent UX writing and information architecture skills; ability to maintain voice/tone guidelines and accessibility best practices (including for VUI).● Strong communication and facilitation skills with stakeholders (both internally and on the client side), including clear documentation and persuasive presentations.● Nice to have: SSML/ASR tuning; call center or support automation.You are motivated by:● Hustle: You inspire others to work as hard as you. You will find a way, no matter how hard the task is.● Ownership: You have an owner/builder mentality. You care about what you deliver and own your mistakes.● Proactivity: You don’t wait for someone to tell you what to do or what problems to solve. You are always looking for ways to learn and improve.● Excellence: You set a high bar and surpass expectations. You hit your goals and ask for more.● Humility: You are not above any task in the organization and are willing to drop what you’re doing to help a teammate.What you can expect from usThe team:Capacity team members enjoy the opportunity and benefits of working at an artificial intelligence startup, but with leaders who’ve worked at places like Apple, Ebay, Visa, Answers.com, Oracle, Boeing, and many more world-class companies. The culture at Capacity encourages innovation, independent problem solving, and collaboration as we continue to mature our product in the ever-changing world of AI.We provide:● Employer-paid health insurance (for you and your eligible dependents)● Profit Interest Units/incentive compensation● Unlimited vacation policy● 401(k) with a company match● Short term disability insurance● Group life AD&D insurance● A supportive, diverse workplace where we prioritize respect for each other and our clients● A fun and collaborative team cultureStill unsure?At Capacity we value more than just hard skills. Our goal is to build a holistic and diverse team. If you aren’t sure if you qualify, just apply! We will carefully consider your application and are always grateful for any time and effort invested in Capacity.But wait, there’s more!At Capacity we believe in more than just building amazing products and helping our customers. Although we are a remote workforce, we remember the neighborhood where we started. We still strive to elevate our community by furthering access to education and careers in the tech space. Our affiliated nonprofit, Create A Loop, brings rigorous computer science courses to underserved communities with little to no access to formal computer science education. There are many opportunities for our Capacity team members to serve and educate our Create A Loop students throughout the year.

Expected salary:

Location: Missouri

Job date: Thu, 06 Nov 2025 23:31:48 GMT

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