Bilingual Conversation Designer

Job Description

<p><b>Bilingual Conversation Designer</b></p><p><b>Greater Toronto Area Location:</b> Hybrid (4 days on-site / 1 day WFH)</p><p><b>Duration:</b> 12 months (strong potential for extension/conversion to permanent hire).</p><p><br></p><p>A leading Canadian financial institution is looking for an <b>experienced Conversation Designer</b> to help redefine the future of its <b>Interactive Voice Response (IVR)</b> experience. This is a rare opportunity to shape an AI-enabled voice channel used by millions of customers.</p><p><br></p><p>This role <b>requires</b> high proficiency in both <b>spoken and written Canadian English and French</b>.</p><p><br></p><p><b>What You'll Do</b></p><ul><li>Co-lead the evolution of the organization's <b>IVR strategy and future-state vision</b></li><li>Create, document, and maintain <b>client journeys</b>, voice interaction standards, and conversation frameworks</li><li>Write, test, and optimize <b>call flows, prompts, and scripts</b> for enterprise voice systems</li><li>Collaborate with product owners, developers, analysts, and operations teams to implement and refine flows</li><li>Support or lead <b>usability testing</b> and <b>client research</b> to improve voice experiences</li><li>Continually refine voice standards based on data, technology advancements, and user insights</li></ul><p><br></p><p><b>What Makes You a Great Fit</b></p><ul><li>Experience crafting content for <b>automated/enterprise voice platforms</b></li><li>Strong expertise writing <b>call flows, prompts, error handling, routing</b>, and complex voice interactions</li><li>Exceptional writing and editing skills with high attention to linguistic detail</li><li><b>Fully bilingual - Canadian English and French (written + verbal)</b></li><li>Highly collaborative, confident communicator across cross-functional teams</li><li>Quick, curious learner with interest in <b>NLU, generative AI, and virtual agent technologies</b></li></ul><p><br></p><p><b>Nice to Have</b></p><ul><li>Experience designing AI-supported or NLU-powered voice systems</li><li>Systems-thinking mindset (design systems, service mapping, standards)</li></ul><p><br></p><p><b>Why You'll Love This Role</b></p><ul><li>Work on a high-impact initiative influencing millions of Canadians</li><li>Join a small, collaborative team building next-generation voice and AI experiences</li><li>Influence standards, frameworks, and best practices from the ground up</li></ul><p><br></p><p> </p><p><b>Artificial Intelligence (AI) Use</b></p><p>At Creative Niche Inc., all hiring decisions are made by qualified recruitment professionals. Automated tools or AI-assisted systems may be used to help screen, assess, or match applicants to open roles. These systems are designed to support, not replace, human judgment.</p><p><b>Equal Opportunity & Experience</b></p><p>Canadian experience is not required for consideration. Equivalent international experience is valued equally.</p><p><b>Vacancy</b></p><p>This role is currently open, and applications are under review.</p>