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Posted Sep 22

Agent Experience Designer

Remote Full time

At Replicant, we believe AI should work for people, starting with customer service. That’s why we built a platform that helps contact centers resolve more requests, proactively identify issues, and improve agent performance with AI-powered conversation intelligence and AI agents that act like your best reps.

Our AI agents handle millions of calls every month for Fortune 500 companies and high-growth innovators. From processing payments to booking appointments and authenticating users, they help customers get what they need instantly, 24/7. Meanwhile, our real-time conversation insights help contact center leaders coach better and improve every interaction.

We’re leading the shift from legacy systems to AI-first service, powered by large language models (LLMs) and designed for enterprise scale, security, and empathy. If you’re excited by the potential of LLMs, voice AI, and building category-defining technology with a kind, ambitious team, you’ll love it here.

As an Agent Experience Designer, you’ll play a key role in delivering great conversations in Replicant’s AI Agents that handle calls for our enterprise clients. Each of our AI Agents serves thousands of people every day. Working closely with our customers and engineering teams, you’ll gather business, user, and technical requirements; analyse call recordings and agent training material to identify the personas and use cases we are solving for. You will then work alongside our engineers to build the agent, and improve it post-launch with a data-driven roadmap. You’ll also contribute to the roadmap and development of new AI products in our AI Agent platform to ensure that we deliver great conversations at scale and continue to push the boundaries of conversational flexibility and accuracy.

What You’ll Do
  • Own end-to-end AI Agent experience design and build, creating seamless, intuitive, and high-performing user experiences across use cases and industries.
  • Work directly with Replicant customers to deeply understand caller behavior, business needs, and opportunities for automation.
  • Use Replicant’s no-code/low-code platform to build, iterate, and refine conversation flows throughout the implementation lifecycle.
  • Partner with Engineering and Engagement teams to define technical requirements and ensure successful system integrations and user outcomes..
  • Use analytics and visualization tools to track and improve AI Agent performance, owning success metrics during post-launch hypercare.
  • Help evolve our internal design standards and best practices through experimentation and data-driven iteration.
  • Collaborate with Product teams to evaluate and implement new features, tasks, and reusable assets into our AI Agent platform.

What You'll Bring
  • Systems Thinking: You can think structurally about how to design and connect various systems and touch-points to deliver a unified voice experience. You’ve likely worked on platforms or large-scale system integrations.
  • Human-Computer Interaction (HCI) Background: You understand the nuance of designing for voice and conversational AI - not just pretty interfaces. You’re trained in or familiar with HCI principles and apply them to create experiences grounded in empathy and usability.
  • Strong Communication Skills: You’re comfortable presenting to clients, leading workshops, and explaining complex concepts clearly. You thrive in high-ambiguity, fast-paced environments and are confident navigating constant change.
  • API Fluency: You have a solid understanding of how APIs work and can design around their capabilities and constraints. You don't need to be an engineer, but you can think through technical dependencies.
  • Platform Mentality: You’ve built or contributed to systems where reusability, scalability, and architecture matter. You think beyond the single user flow and understand how the pieces fit together.
  • Prompt Engineering Skills: You know how to write and refine effective prompts for LLMs and understand how to tailor them for performance and consistency.
  • Experience with Data: You're analytical by nature and comfortable using tools like Tableau, Looker, or PowerBI to evaluate conversational outcomes. Bonus points if you know SQL, R, or Python.
  • Bias for Action: You’re self-directed, eager to learn, and don’t require extensive handholding. You’re comfortable taking initiative and adjusting course as needed.
  • Comfort with Ambiguity: You thrive in uncertain environments, thinking outside the box to find creative solutions when requirements are evolving or undefined.

Compensation: $90,000-$140,000

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