Role Purpose The CX Designer acts as the bridge between business intent and technical execution, ensuring that automated solutions are not only functional but also intuitive and brand-aligned. CX Designers at Connect are customer facing, performing initial scoping, requirement capture and solutioning. As such a mix of customer experience design, technical application architecture skills and personal skills are required. The CX Designer uncovers the customer’s needs, sets a vision for the solution, outlines a design that can be built by the CX Development team and acts as the design authority throughout the project lifecycle. The candidate should be an experienced CX professional with a passion for delivering quality solutions. They will be joining an established CX Automation team make up for Conversational Designers and Developers. The CX Designer works closely with the CX Developer on a client project to deliver solutions. The candidates may currently be working in conversation design, UX design, content design or service design, if they meet most or all of the criteria below they should apply. Key Interfaces • CX Design Manager. • CX Design Team. • CX Development Team. • AI Solutions Team. • Operational Support team. • 3rd Parties as appropriate, including customer technical and business representatives. Main Duties and Key Responsibilities • Design Conversational AI solutions to meet client needs. • Produce detailed design documentation (aligned with the project delivery methodology and complexity of the project), obtain sign off and support the development team to deliver. • Able to lead the discovery and design phases of a project. Working closely with the Project Manager to provide ownership of delivery and coordinating design activities. • Lead design workshops and document findings. • Make design recommendations to the client, both usability related and technical. Able to articulate the benefits of both Generative and Deterministic approaches. Identify the best solution for the problem. • Capture integration points required by the Conversational AI application. Interpret API specifications and validate behaviour and connectivity using tools such as Postman. • Working with the CX Development team, tune and optimise solutions through the testing phases and post go live. • Monitor performance of solutions and make data driven decisions and recommendations. • Define QA test criteria to validate end solution aligns with design. • Uphold and encourage good design practices, including documentation and adherence to industry standards. • Stay up to date with AI and bot technology advancements, as well as ethical and legal requirements. Share knowledge and communicate ideas within the team. • Support presales where required (and agreed via the AI Division) with scoping or sizing new projects. • Propose improvements, better ways of working and where appropriate challenge current practices. • Where necessary, develop prototypes to validate untested design features. This could include first draft of LLM Prompt Engineering or testing behaviour of new product features. • Define and document bot persona and dialogue strategy, ensuring conversational turns align with the client’s brand voice and ethical guidelines. Key Competencies • Experience: 5 years in Conversational AI / IVA domain, ideally within a Professional Services or Digital Transformation business. • Conversational AI Expertise: Strong understanding of conversational design principles, NLU/NLP concepts, and best practices for building user-centred chat and voice experiences. • Solution & Documentation Skills: Ability to translate business requirements into clear, detailed design documents that support development, quality assurance, and client sign-off. • Technical Experience: Proven experience working with modern Conversational AI platforms (e.g., Google Dialogflow, AWS Lex, Azure AI, or specialised platforms like OneReach/Kore.ai/Cognigy) and an understanding of Generative AI integration. • LLMs and Generative AI: AI Literacy essential. Prompt engineering, guardrails and practical applications of Generative AI within the contact centre market. Hands on experience delivering solutions that integrate Large Language Models is desirable. • Design Governance: Commitment to maintaining high standards through robust documentation, design reviews, and adherence to industry and organisational guidelines. • Risk & Issue Management: Confident in handling design-related challenges, managing client expectations and proactively mitigating delivery risks. • Innovation & Continuous Improvement: Keep updated with AI and automation advancements, bringing forward ideas that improve processes, tools, and design thinking. • Stakeholder Engagement: Strong communicator capable of building effective relationships across technical teams, leadership, and clients. • Presales Support: Able to contribute to early-stage project scoping, sizing, and solution definition to support business development. • Excellent Communication: Clear, concise, and confident communicator, both verbally and in writing.