EPAM Systems
1 month ago
Conversational Designer (Amazon Connect + AI/ML)
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Company information
- Company
- EPAM Systems
- Location
- Poland Poland
- Posted
- 1 month ago
Job description
We are seeking a Conversational Designer to join a contact center transformation initiative, partnering with a GenAI/Agentic AI lead and a Connect CX Specialist to own the Conversational Design & Customer Experience Mapping workstream across voice and digital channels on Amazon Connect.
Responsibilities
- Own CX mapping for voice and digital channels on Amazon Connect
- Translate high-level business requirements into detailed design artifacts, including dialogue flows, prompt scripts, error/retry strategies, and DTMF fallback paths
- Facilitate design workshops with business stakeholders to surface assumptions around caller demographics, authentication tolerance, and self-service containment goals
- Produce design documentation that clearly delineates Amazon Connect platform responsibilities from AI/ML model responsibilities
- Define containment, escalation, and confidence-threshold behavior for AI-assisted and agent-assisted journeys
- Ensure designs are viable within a regulated financial-services environment
- Collaborate with the GenAI/Agentic AI lead and Connect CX Specialist to enable parallel workstreams
Requirements
- 7+ years of experience in conversational design, with advanced expertise in Amazon Connect, including Contact Flows, Agent Workspace, Contact Lens, and reporting
- Expertise in self-service IVR flow design in Amazon Connect
- Background in Connect AI Agents
- Experience in integration with external systems, including screen pops and SaaS APIs
- Understanding of operational CCaaS, including queue management, routing, and supervisor tooling
- Proficiency in English at a B2+ level
Nice to have
- Familiarity with NLX / ACXD
- Background in financial services or regulated industries
- Knowledge of bilingual design patterns (EN/FR)
Required skills
- reporting
- financial services
- containment
- genai
- ai/ml
- routing
- agentic ai
- escalation
- english proficiency
- digital channels
- queue management
- conversational design
- regulated industries
- amazon connect
- design documentation
- business stakeholders
- agent workspace
- voice channels
- contact flows
- regulated financial services
- ccaas
- external systems integration
- design workshops
- contact center transformation
- cx mapping
- dialogue flows
- prompt scripts
- error strategies
- retry strategies
- dtmf fallback
- caller demographics
- authentication tolerance
- self-service containment
- platform responsibilities
- ai/ml model responsibilities
- confidence threshold
- ai-assisted journeys
- agent-assisted journeys
- contact lens
- ivr flow design
- connect ai agents
- screen pops
- saas apis
- supervisor tooling
- nlx
- acxd
- bilingual design patterns
- en/fr
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