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Bilingual Conversation Designer

2 weeks ago

Greater Toronto Area, Canada Creative Niche Full time

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.