Remote Conversational Designer

Posted yesterday

acc premiereDenver (CO)

Customer Service RepresentativesTelemarketing Bureaus and Other Contact Centers

SENIORITY

Senior

About the role

Remote Conversational DesignerWe are seeking a Conversational Designer to build, launch, and optimize our next-generation customer service virtual assistants.You will support multiple clients/brands turning complex customer service workflows into helpful, empathetic, and efficient automated conversations in the voice of each brand.Key responsibilities include mapping conversation flows, writing dialogue scripts, and testing user interactions.**This is a remote position, but if you live within driving distance of one of our locations, you may be required to come into the office on occasion. This will be discussed with candidates that this applies to.**Key ResponsibilitiesMap Service Journeys: Transform complex support policies (e.g., returns, complaints, troubleshooting) into intuitive, branching conversation flows.Write Brand-Aligned Scripts: Draft clear, concise, and empathetic dialogue for web chatbots, mobile apps, and AI Agent systems.Train NLP Models: Partner with data teams to identify user intents, map training phrases, and reduce BOT misunderstanding rates.Optimize Containment Rates and Escalation Protocols: Analyze chat transcripts to find drop-off points and continuously improve self-service and escalation resolution metrics.Seamless Escalation: Design smooth transition flows from automated BOTs to live human support agents when complex issues arise.Qualifications & ExperienceExperience: 3+ years in UX writing, conversational design, BOT design or customer service content strategy.Industry Knowledge: Deep understanding of customer support metrics like First Contact Resolution (FCR) and Customer Satisfaction (CSAT).Communication: Ability to balance business logic with a user-first, empathetic tone.Must be authorized to work in the US - No sponsorship available at this time.EEO Statement:ACC Premiere is an equal-opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, ancestry, age, disability, veteran status, or any other status legally protected by federal, state, or local law.

Before you apply

Applying takes about a minute. These four things decide how fast it moves after that.

Your profile is current

It's what we read first. Occupations, seniority and locations matter more than a long history.

Two examples you can talk through

Not a portfolio — just two pieces of work where you can explain the decisions and what you'd change.

A number in mind

What you're on now and what would make you move. We negotiate better when we know both.

Your notice period

Employers plan around it, and it's the question that stalls offers most often.

Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.