Conversation Designer

We are looking for a versatile and proactive Conversation Designer to join our Customer Experience (CX) and Contact Center Transformation team. This role goes beyond crafting dialogues—it involves aligning with Agile teams, collaborating with cross-functional customers, and driving design excellence across multiple initiatives.

The ideal candidate should have experience in designing IVR/call flows, creating prompts, coordinating with business, legal, and technical teams, and participating in agile project delivery and resource planning.

In this role, you will

• Design, document, and optimize IVR and self-service call flows across voice and digital channels.
• Conduct customer reviews with client business teams, legal, and product owners to finalize conversational scripts.
• Translate finalized flows into visual storyboards or diagrams (e.g., Lucidchart, Miro) for development reference.
• Work within a Scrum Agile environment, collaborating closely with Product Owners, Scrum Masters, and DevOps.
• Support project tracking and reporting by communicating progress, blockers, and outcomes to both the internal vertical team and CX practice leads.
  
  

What You’ll Need To Succeed (required Skills)

• 3+ years of experience in conversation design, UX writing, or voice interaction design, preferably in contact center environments.
• Strong understanding of IVR systems, call routing logic, and conversational UX principles.
• Experience working in Agile Scrum teams; familiarity with tools like Jira, Confluence, Miro, or Lucidchart.
• Excellent verbal and written communication skills for cross-functional customer engagement.
  
  

What Will Help You Stand Out (preferred Skills)

• Exposure to technologies like Genesys Cloud, Amazon Connect, or Dialogflow.
• Background in linguistics, UX, HCI, communications, or related fields.
  
  

At Cognizant, we're eager to meet people who believe in our mission and can make an impact in various ways. We encourage you to apply if you have most of the skills above and feel like you are strongly suited for this role. Consider what transferrable experience and skills make you a unique applicant and help us see how you’d be beneficial to this role.

Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

Working Arrangements

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in Ontario and/or Nova Scotia, where our hubs are located. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.