CX Designer

A well-established, vendor-independent systems integrator specialising in contact-centre and customer engagement technology. The business partners with leading CX platforms and delivers enterprise programmes across AI, automation and cloud transformation.

his is a senior, client-facing CX Design role within an established Professional Services team (not a greenfield start-up). You will lead discovery, define conversational solutions, and act as the design authority through delivery, testing, go-live and optimisation.

You will own the design workstream end to end, with meaningful client exposure and close collaboration with CX Developers and delivery teams.

What you will do

• Lead discovery and design phases, including client workshops and requirements capture

• Produce build-ready design documentation, secure client sign-off, and support developers through delivery

• Decide when to use deterministic vs generative approaches and explain trade-offs clearly

• Identify integration points, interpret API specifications, and validate behaviour using tools such as Postman

• Define QA test criteria and support testing to ensure the delivered solution matches design intent

• Monitor live performance post go-live and drive data-led optimisation

• Define bot persona and dialogue strategy aligned to client brand voice and ethical guidelines

• Support pre-sales scoping and sizing when required

• Improve templates, standards and ways of working across the team

What we are looking for

• 5+ years in Conversational AI / IVA, ideally within Professional Services or digital transformation

• Strong conversational design principles and working knowledge of NLU/NLP across voice and chat

• Experience translating business needs into clear design artefacts that developers can build from

• Exposure to platforms such as Dialogflow, AWS Lex, Azure AI, OneReach, Kore.ai or Cognigy

• AI literacy including prompt engineering and guardrails; production GenAI exposure is a bonus

• Integration fluency: reading API docs, understanding data flows, validating behaviour (e.g. Postman)

• Confident client-facing communicator: can lead workshops, manage stakeholders, and own delivery risk

What you will get

• Competitive base salary plus benefits

• Hybrid working with options across Leeds, London or remote

• Mature delivery environment with enterprise clients and a strong technical bench

• Opportunity to shape how Conversational AI and GenAI gets deployed in real contact-centre operations

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates