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