Conversation Designer – Google CCAI (Dialogflow CX / IVR)

Job Title: Conversation Designer – Google CCAI (Dialogflow CX / IVR)

Location :Anywhere USA Nearby Infosys Hub(Hybrid)

Exp:10Years

Contract: Long Term

Role Overview

We are seeking a skilled Conversation Designer with hands-on expertise in designing and optimizing IVR call flows using Google CCAI (Dialogflow CX / Google CES). The ideal candidate will combine strong technical knowledge with a human-centered design mindset to create seamless, intuitive, and effective caller experiences.

Key Responsibilities

•             Design, develop, and optimize IVR conversational call flows using Google Dialogflow CX and Google Contact Center AI (CCAI) / CES platforms

•             Translate business requirements into interactive conversational experiences that enhance self-service and improve containment rates

•             Create intent mappings, dialog structures, prompts, and escalation paths aligned with customer journey best practices

•             Collaborate with cross-functional teams including business stakeholders, developers, and solution architects to deliver end-to-end conversational solutions

•             Analyze call flows and customer interactions to identify improvement opportunities and refine conversation design

•             Ensure alignment with UX principles, accessibility standards, and brand guidelines

•             Support integration of IVR solutions with backend systems (e.g., CRM, APIs, analytics tools)

Required Skills & Qualifications

•             Proven experience in IVR call flow design and conversational interfaces

•             Hands-on experience with Google Dialogflow CX, Google CCAI, and Google CES call flow design

•             Strong understanding of conversation design principles (NLU/NLP, intent design, slot filling, context management)

•             Ability to think from a customer experience (CX) perspective and design intuitive, user-friendly interactions

•             Technical proficiency in Python and/or other programming languages (e.g., JavaScript, Java)

•             Understanding of API integrations and backend system connectivity

•             Experience working in Agile environments with cross-functional collaboration

“Siriinfo Solutions Inc is Equal opportunity employer”