Conversation Designer – Google CCAI / Dialogflow CX

Role: Conversation Designer – Google CCAI / Dialogflow CX  (Contract W2)

Location: Hybrid ( Infosys Hub in USA)

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

Preferred Skills

• Exposure to contact center modernization initiatives
• Experience with analytics and performance tuning of conversational systems
• Familiarity with Speech-to-Text (STT), Text-to-Speech (TTS), and voice UX design
• Experience with CCaaS solutions & platforms

Key Competencies

• Strong design thinking and problem-solving skills
• Excellent communication and stakeholder management skills
• Ability to balance technical implementation with user experience design
• Detail-oriented with a focus on continuous improvement and optimization

Education & Experience

• Bachelor’s degree in Computer Science, Engineering, Design, or related field
• Proven experience in Conversational AI / IVR design roles
  
   

  If you are interested, please share your updated Word resume along with the following details:

  Full Name:
  Current Location:
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  Hourly Rate (W2):
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  Please send your resume to:

  I would be happy to discuss the opportunity in more detail.

  Thank you for your time and consideration. I look forward to hearing from you.