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.

This 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.

• 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

• 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, One Reach, 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

• 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