AI Agent Experience Designer New

About Us

Observe.AI is the leading AI agent platform for customer experience. It enables enterprises to deploy AI agents that automate customer interactions, delivering natural conversations for customers with predictable outcomes for the business.

Observe.AI combines advanced speech understanding, workflow automation, and enterprise-grade governance to execute end-to-end workflows with AI agents. It also enables teams to guide and augment human agents with AI copilots, and analyze 100% of human and AI interactions for insights, coaching, and quality management.

Companies like DoorDash, Affordable Care, Signify Health, and Verida use Observe.AI to transform customer experiences every day by accelerating service speed, increasing operational efficiency, and strengthening customer loyalty across every channel.

Why Join Us

We’re looking for an AI Agent Experience Designer to design, co-build, and optimize human - AI collaboration patterns that make AI agents both practical and transformative.

You’ll own the end-to-end agent experience: gathering requirements, blueprinting conversational flows, defining usability guardrails, and ensuring post-launch performance meets business outcomes. This role sits at the intersection of design, product, and AI engineering, shaping how real customers interact with Voice & Chat AI agents across industries.

What you’ll be doing

Strategic Planning & Discovery

• Lead customer workshops to uncover high-impact automation opportunities.
• Analyze operations and conversations to identify where VoiceAI can create the most value.
• Partner with customers to define success metrics and ROI targets.
• Translate insights into agent personas, usability guidelines, conversation samples, and error-handling strategies.

Agent Experience Design & Optimization

• Map and document conversational journeys that reflect customer expectations and real-world use cases.
• Design usability-driven blueprints that surface corner cases, exception handling, and escalation paths.
• Configure experience requirements in collaboration with AI Agent Engineers and Engagement Managers.
• Use analytics, transcripts, and customer feedback to continuously refine and optimize agent experience.

Customer Success & Implementation

• Guide customers through the experience-design lifecycle - from concept to post-launch optimization.
• Train customer teams on best practices for managing VoiceAI usability and conversation design.
• Monitor live agent performance, track outcomes, and recommend improvements.
• Collaborate with Product and Engineering teams to influence platform features and standards.
• Document reusable design frameworks and share best practices across accounts.

What you'll bring to the role

• 3+ years of experience designing conversational systems (IVRs, chatbots, assistants) or human - AI interaction frameworks.
• Conversational AI Expertise: Ability to design natural, usable dialogue and flow across industries.
• Human Computer Interaction (HCI): Strong grounding in HCI principles, with the ability to design seamless human - AI workflows.
• Communication & Facilitation: Skilled at running workshops, presenting designs to executives, and aligning diverse stakeholders.
• Prompt Engineering Skills: Ability to write and refine effective LLM prompts, tuned for performance and consistency.
• Technical Awareness: Familiarity with APIs and system dependencies; able to design within technical constraints and collaborate with engineers effectively.
• Data-Driven Mindset: Comfort using analytics tools (e.g. Looker) to track and optimize conversational outcomes
• Preferred: Background in HCI, Cognitive Science, Business, or CS, prior work on enterprise AI deployments or high-impact conversational systems.

Perks & Benefits

• Competitive compensation including equity
• Excellent medical, dental, and vision insurance options
• Flexible time off
• 10 Company holidays + Winter Break and up to 16-weeks of parental leave
• 401K plan
• Quarterly Lifestyle Spend
• Monthly Mobile + Internet Stipend
• Pre-tax Commuter Benefits

Salary Range

The base salary compensation range targeted for this full-time position is $95 - 140K per annum. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and equity (in the form of options). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices.

Our Commitment to Inclusion and Belonging

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply.

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