Overview
Job Description (Remote) Company:
Capacity Location:
Saint Louis, MO Type:
Full-time Benefits:
Medical, Life, Retirement, PTO Posted:
6 hours ago
The Role
At Capacity, customer experience is at the center of everything we do. As a Conversation Designer, you will design and optimize conversational experiences across voice, web chat, and SMS. Youll focus on designing and tuning agentic, goal-oriented AI assistants powered by LLMs, crafting the instructions, behaviors, knowledge access, and safety guardrails that enable assistants to reason, take actions, and achieve outcomes. Youll partner closely with integration engineers, data/ML, and customer teams to ship, measure, and iterate on experiences that deliver real results.
Responsibilities
Lead the design of agentic assistants for voice, chat, and SMS, defining behaviors that enable autonomous task completion and seamless human handoffs. Translate business requirements and user needs into conversation architectures: intents, knowledge base management, data interfacing, context management, and error-recovery strategies. Own assistant personality and voice: write clear, concise, brand-aligned agent personas; define tone/voice guidelines; craft SSML and non-verbal cues for natural VUI experiences. Prompt engineering: author, version, and iterate system prompts, instruction hierarchies, few-shot examples, tool/function definitions, and self-reflection strategies to improve reasoning and reliability. Manage the Agent UX testing; run usability tests and conversations-in-the-wild; synthesize findings and iterate quickly. Establish and enforce safety, compliance, and accessibility guardrails; implement content filters, grounding checks, and fallbacks that protect users and the client brands. Facilitate workshops and working sessions with stakeholders; present concepts, prototypes, and rationale; document decisions, design standards, and best practices.
Requirements
3+ years designing conversational experiences for voice, chat, or SMS (in-house or agency). Demonstrated mastery of conversation design principles: turn-taking, grounding, repair, disambiguation, escalation, and multimodal cues. Hands-on experience with NLU-driven assistants and LLM-based systems; familiarity with agentic patterns (tool use/function calling, planning, reflection) and RAG. Strong prompt engineering skills: few-shot exemplars, instruction tuning techniques, prompt versioning/evaluation, and safety/guardrail strategies. Conversational design tools; ability to run usability tests and synthesize insights. Data literacy: can define metrics, analyze transcripts, annotate data, and partner on A/B tests. Excellent UX writing and information architecture skills; ability to maintain voice/tone guidelines and accessibility best practices (including for VUI). Strong communication and facilitation skills with stakeholders (both internally and on the client side), including clear documentation and persuasive presentations. Nice to have: SSML/ASR tuning; call center or support automation.
You Are Motivated By
Hustle: You inspire others to work as hard as you. You will find a way, no matter how hard the task is. Ownership: You have an owner/builder mentality. You care about what you deliver and own your mistakes. Proactivity: You don’t wait for someone to tell you what to do or what problems to solve. You are always looking for ways to learn and improve. Excellence: You set a high bar and surpass expectations. You hit your goals and ask for more. Humility: You are not above any task in the organization and are willing to drop what you\'re doing to help a teammate.
The Team What you can expect from us
Capacity team members enjoy the opportunity and benefits of working at an artificial intelligence startup, but with leaders who’ve worked at Apple, Ebay, Visa, Answers.com, Oracle, Boeing, and many more world-class companies. The culture at Capacity encourages innovation, independent problem solving, and collaboration as we continue to mature our product in the ever-changing world of AI.
We Provide
Employer-paid health insurance (for you and your eligible dependents) Profit Interest Units/incentive compensation Unlimited vacation policy 401(k) with a company match Short term disability insurance Group life AD&D insurance A supportive, diverse workplace where we prioritize respect for each other and our clients A fun and collaborative team culture
Still unsure?
At Capacity we value more than just hard skills. Our goal is to build a holistic and diverse team. If you aren’t sure if you qualify, just apply! We will carefully consider your application and are always grateful for any time and effort invested in Capacity.
#J-18808-Ljbffr
Job Description (Remote) Company:
Capacity Location:
Saint Louis, MO Type:
Full-time Benefits:
Medical, Life, Retirement, PTO Posted:
6 hours ago
The Role
At Capacity, customer experience is at the center of everything we do. As a Conversation Designer, you will design and optimize conversational experiences across voice, web chat, and SMS. Youll focus on designing and tuning agentic, goal-oriented AI assistants powered by LLMs, crafting the instructions, behaviors, knowledge access, and safety guardrails that enable assistants to reason, take actions, and achieve outcomes. Youll partner closely with integration engineers, data/ML, and customer teams to ship, measure, and iterate on experiences that deliver real results.
Responsibilities
Lead the design of agentic assistants for voice, chat, and SMS, defining behaviors that enable autonomous task completion and seamless human handoffs. Translate business requirements and user needs into conversation architectures: intents, knowledge base management, data interfacing, context management, and error-recovery strategies. Own assistant personality and voice: write clear, concise, brand-aligned agent personas; define tone/voice guidelines; craft SSML and non-verbal cues for natural VUI experiences. Prompt engineering: author, version, and iterate system prompts, instruction hierarchies, few-shot examples, tool/function definitions, and self-reflection strategies to improve reasoning and reliability. Manage the Agent UX testing; run usability tests and conversations-in-the-wild; synthesize findings and iterate quickly. Establish and enforce safety, compliance, and accessibility guardrails; implement content filters, grounding checks, and fallbacks that protect users and the client brands. Facilitate workshops and working sessions with stakeholders; present concepts, prototypes, and rationale; document decisions, design standards, and best practices.
Requirements
3+ years designing conversational experiences for voice, chat, or SMS (in-house or agency). Demonstrated mastery of conversation design principles: turn-taking, grounding, repair, disambiguation, escalation, and multimodal cues. Hands-on experience with NLU-driven assistants and LLM-based systems; familiarity with agentic patterns (tool use/function calling, planning, reflection) and RAG. Strong prompt engineering skills: few-shot exemplars, instruction tuning techniques, prompt versioning/evaluation, and safety/guardrail strategies. Conversational design tools; ability to run usability tests and synthesize insights. Data literacy: can define metrics, analyze transcripts, annotate data, and partner on A/B tests. Excellent UX writing and information architecture skills; ability to maintain voice/tone guidelines and accessibility best practices (including for VUI). Strong communication and facilitation skills with stakeholders (both internally and on the client side), including clear documentation and persuasive presentations. Nice to have: SSML/ASR tuning; call center or support automation.
You Are Motivated By
Hustle: You inspire others to work as hard as you. You will find a way, no matter how hard the task is. Ownership: You have an owner/builder mentality. You care about what you deliver and own your mistakes. Proactivity: You don’t wait for someone to tell you what to do or what problems to solve. You are always looking for ways to learn and improve. Excellence: You set a high bar and surpass expectations. You hit your goals and ask for more. Humility: You are not above any task in the organization and are willing to drop what you\'re doing to help a teammate.
The Team What you can expect from us
Capacity team members enjoy the opportunity and benefits of working at an artificial intelligence startup, but with leaders who’ve worked at Apple, Ebay, Visa, Answers.com, Oracle, Boeing, and many more world-class companies. The culture at Capacity encourages innovation, independent problem solving, and collaboration as we continue to mature our product in the ever-changing world of AI.
We Provide
Employer-paid health insurance (for you and your eligible dependents) Profit Interest Units/incentive compensation Unlimited vacation policy 401(k) with a company match Short term disability insurance Group life AD&D insurance A supportive, diverse workplace where we prioritize respect for each other and our clients A fun and collaborative team culture
Still unsure?
At Capacity we value more than just hard skills. Our goal is to build a holistic and diverse team. If you aren’t sure if you qualify, just apply! We will carefully consider your application and are always grateful for any time and effort invested in Capacity.
#J-18808-Ljbffr