Agent Designer (Canada based)

PolyAI

6d

About The Position

PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.
PolyAI is on the hunt for exceptional Agent Designers! PolyAI builds enterprise voice AI agents that handle millions of customer conversations for global brands, delivering conversational experiences so natural they feel like talking to a real person. This is a role for people who want to own projects end-to-end and create conversational experiences that will be heard by millions of customers worldwide. This is suitable for people who are looking to start their career - new graduates welcome!

Requirements

• BS/MS degree in Interaction Design, Linguistics, Human-Computer Interaction, Artificial Intelligence, Computer Science, or another related field
• Foundational Python knowledge: variables, lists, loops, conditionals, and functions
• Experience working with large language models (LLMs) and Generative AI
• Strong focus on creating great user experiences, with meticulous attention to detail and consistency
• Ability to explain and distill complex ideas using clear and inclusive language
• Ability to craft conversational and UX copy that guides users naturally through their journeys, reducing friction at every step

Nice To Haves

• Knowledge of or aptitude for analytics or data science, including data manipulation, analysis, and visualisation
• Experience managing internal and external stakeholders through various stages of content development
• Previous experience in conversation design/AI agent development
• Experience collaborating with cross-functional teams

Responsibilities

• Designing the customer experience of AI agents, from simple FAQ answers to long and complex conversations
• Implementing and maintaining agents using our own platform, Agent Studio, as well as Python and other tools
• Obsessing over metrics to assess performance and customer satisfaction - making sure everything you do is measurable and having a big impact
• Listening to how real customers interact with your agents, and prioritising the right things to make each interaction even better
• Helping our engineering team ensure that our implementations of Generative AI are effective, accurate, and safe

Benefits

• 💰 Participation in the company’s employee share options plan
• 🏝 Flexible PTO policy
• 📚 Annual learning and development allowance: We will reimburse the costs of any certified and non-certified training, including conferences, events, books and subscriptions that are relevant to your role at PolyAI, in addition to any formal training that the company offers
• 🏡 We’re all about making WFH work for you - that’s why we offer a one-off WFH allowance when you join. Offering perks like noise-cancelling headphones or a comfortable desk chair to boost your comfort and focus!
• 🏥 Healthcare plan: We offer health insurance through Allianz. Full details on the plan will be shared with you on your first day
• 🌎 Sabbatical Program: 5-week paid sabbatical available after 5 years of employment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level