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About the Role
As part of the Agent Experience Design team, you'll help shape great AI conversation experiences across channels and languages for enterprise customers. You'll work directly with customers and internal teams to improve agent quality, especially in voice, and build systems to scale expertise. This work spans research, design, enablement, and product strategy.
Responsibilities
- Design and optimize enterprise-grade AI conversation experiences across chat, voice, SMS, and email channels
- Serve as a trusted advisor to customers and internal stakeholders on conversation design best practices
- Evaluate voice quality and interaction patterns to maintain a high bar for naturalness and appropriateness
- Build repeatable frameworks for assessing conversation and voice performance
- Enable our Customer team to apply strong design judgment independently
- Partner crossfunctionally with Engineering and Product to investigate quality gaps and drive improvements through clear recommendations
- Share learnings and create documentation on best practices to improve consistency and raise the quality bar across deployments
Requirements
- 5+ years of relevant experience (e.g., voice experience design, conversation designer, product manager, applied linguistics, etc.)
- Hands-on experience with voice — conversational AI, speech synthesis, or audio production
- Experience migrating NLU systems to LLM and understanding key use cases for RAG functionality improvements
- Experience building evaluation frameworks, rubrics, or QA processes
- Strong communicator across technical and business contexts
- Comfortable working close to the product in a fast-moving environment
Skills
- conversation design
- voice selection
- voice quality evaluation
- LLM
- RAG functionality
- evaluation frameworks
- rubrics
- QA processes
- conversational AI
- speech synthesis
- audio production
- TTS providers
- speech synthesis tools
- frontier AI tools
Location
- in-office
Work Type
- full-time
Experience Level
- 5+ years of relevant experience
Salary/Compensations
- $160k - 200k + Offers Equity
Benefits
- Medical, Dental, and Vision benefits for you and your family
- Life Insurance and Disability Benefits
- Retirement Plan (e.g., 401K, pension)
- Parental Leave
- Fertility and family building benefits through Carrot
- Monthly stipend to support your wellness, lifestyle, and work-life balance
- Daily lunches and snacks in the office
- Take what you need vacation policy
About the Company
- Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.
- Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.
- We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships.
- We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.
- We’re an in-office company, driven by a shared commitment to excellence and velocity.
- Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.