CX Designer - Virtual and Digital Agents
EXL, New York, NY, United States
We are seeking a highly experienced and strategic
Lead Conversational AI Designer
to define and scale our customer-facing Digital Agent and Agentic UX strategy. This role goes beyond conversation scripting — it requires ownership of end-to-end conversational ecosystems, AI-driven experience design, and cross-functional leadership. You will architect intelligent conversational systems that combine rule-based logic, NLU, and Generative AI to deliver seamless, empathetic, and compliant customer interactions across chat, voice, and emerging conversational channels. This is a highly visible, customer-impacting role requiring strong executive presence, design authority, and technical depth in Conversational AI. Core Expertise (Must Have)
6+ years in Conversational AI, Chatbot Design, or Digital Assistant Experience Deep expertise in: Conversation Design Strong proficiency in Natural Language Understanding (NLU) Experience building and scaling enterprise-grade conversational bots Demonstrated leadership in customer journey transformation through automation Strong stakeholder management and executive communication skills Preferred / Good to Have
Hands-on experience with
Dialogflow
or similar enterprise platforms Strong understanding of NLP and AI/ML model lifecycle Experience integrating LLM-powered conversational systems Knowledge of hybrid architectures (Deterministic + Generative AI) Voice bot / IVR modernization experience Exposure to analytics platforms and conversational performance optimization frameworks Key Responsibilities
1. Conversational AI Strategy & Architecture Define the enterprise Conversational AI and Digital Agent roadmap Architect scalable intent frameworks and reusable dialogue components Establish governance standards for conversational design Design Agentic UX systems enabling autonomous task completion Define escalation logic, guardrails, fallback strategies, and compliance frameworks 2. Customer Journey Transformation
Lead identification and redesign of customer journeys for automation Map complex multi-channel experiences across chat, voice, and digital touchpoints Drive containment, efficiency, and CSAT improvements through intelligent automation Translate business priorities into conversational blueprints 3. Advanced Conversation & Intent Engineering
Design and oversee enterprise intent taxonomies Optimize NLU accuracy through structured training data strategies Define conversational KPIs and continuous improvement frameworks Leverage conversation analytics to refine flows and eliminate friction 4. Leadership & Stakeholder Influence
Act as the design authority for Conversational AI initiatives Challenge and influence senior stakeholders to ensure experience excellence Mentor junior conversation designers and establish best practices Partner closely with Product, Engineering, AI/ML, Compliance, and CX teams 5. Quality, Compliance & Brand Voice
Ensure conversational tone aligns with brand and regulatory requirements Establish global standards for empathy-driven communication Maintain rigorous quality control on scripts and dialogue logic Lead reviews for tone, inclusivity, accessibility, and clarity What Success Looks Like
Enterprise-grade conversational ecosystems with measurable ROI High-performing NLU models with optimized intent recognition accuracy Consistent brand-aligned, empathetic digital interactions A scalable conversational design framework adopted across clients Strategic thinker with execution discipline Strong influencing and negotiation skills Customer-first and empathy-driven mindset Comfortable operating in ambiguity and fast-paced environments Ability to balance technical depth with business acumen Education & Background
Bachelor’s or Master’s degree in Linguistics, AI, HCI, Communication, or related discipline Certifications in Conversational AI platforms (preferred) Base Salary:
$140,000 – $160,000 per year, commensurate with experience. This range is provided as a general guideline and may vary based on qualifications, skills, and location. Base Salary Range Disclaimer: The base salary range represents the low and high end of the EXL base salary range for this position. Actual salaries will vary depending on factors including but not limited to: location and experience. The base salary range listed is just one component of EXL's total compensation package for employees. Other rewards may include bonuses, as well as a Paid Time Off policy, and many region specific benefits. To view our total rewards offered click here —> https://www.exlservice.com/us-careers-and-benefits Application & Interview Impersonation Warning
– Purposely impersonating another individual when applying and / or participating in an interview in order to obtain employment with EXL Service Holdings, Inc. (the “Company”) for yourself or for the other individual is a crime. We have implemented measures to deter and to uncover such unlawful conduct. If the Company identifies such fraudulent conduct, it will result in, as applicable, the application being rejected, an offer (if made) being rescinded, or termination of employment as well as possible legal action against the impersonator(s). EXL may use artificial intelligence to create insights on how your candidate information matches the requirements of the job for which you applied. While AI may be used in the recruiting process, all final decisions in the recruiting and hiring process will be taken by the recruiting and hiring teams after considering a candidate’s full profile. As a candidate, you can choose to opt out of this artificial intelligence screening process. Your decision to opt out will not negatively impact your opportunity for employment with EXL.
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Lead Conversational AI Designer
to define and scale our customer-facing Digital Agent and Agentic UX strategy. This role goes beyond conversation scripting — it requires ownership of end-to-end conversational ecosystems, AI-driven experience design, and cross-functional leadership. You will architect intelligent conversational systems that combine rule-based logic, NLU, and Generative AI to deliver seamless, empathetic, and compliant customer interactions across chat, voice, and emerging conversational channels. This is a highly visible, customer-impacting role requiring strong executive presence, design authority, and technical depth in Conversational AI. Core Expertise (Must Have)
6+ years in Conversational AI, Chatbot Design, or Digital Assistant Experience Deep expertise in: Conversation Design Strong proficiency in Natural Language Understanding (NLU) Experience building and scaling enterprise-grade conversational bots Demonstrated leadership in customer journey transformation through automation Strong stakeholder management and executive communication skills Preferred / Good to Have
Hands-on experience with
Dialogflow
or similar enterprise platforms Strong understanding of NLP and AI/ML model lifecycle Experience integrating LLM-powered conversational systems Knowledge of hybrid architectures (Deterministic + Generative AI) Voice bot / IVR modernization experience Exposure to analytics platforms and conversational performance optimization frameworks Key Responsibilities
1. Conversational AI Strategy & Architecture Define the enterprise Conversational AI and Digital Agent roadmap Architect scalable intent frameworks and reusable dialogue components Establish governance standards for conversational design Design Agentic UX systems enabling autonomous task completion Define escalation logic, guardrails, fallback strategies, and compliance frameworks 2. Customer Journey Transformation
Lead identification and redesign of customer journeys for automation Map complex multi-channel experiences across chat, voice, and digital touchpoints Drive containment, efficiency, and CSAT improvements through intelligent automation Translate business priorities into conversational blueprints 3. Advanced Conversation & Intent Engineering
Design and oversee enterprise intent taxonomies Optimize NLU accuracy through structured training data strategies Define conversational KPIs and continuous improvement frameworks Leverage conversation analytics to refine flows and eliminate friction 4. Leadership & Stakeholder Influence
Act as the design authority for Conversational AI initiatives Challenge and influence senior stakeholders to ensure experience excellence Mentor junior conversation designers and establish best practices Partner closely with Product, Engineering, AI/ML, Compliance, and CX teams 5. Quality, Compliance & Brand Voice
Ensure conversational tone aligns with brand and regulatory requirements Establish global standards for empathy-driven communication Maintain rigorous quality control on scripts and dialogue logic Lead reviews for tone, inclusivity, accessibility, and clarity What Success Looks Like
Enterprise-grade conversational ecosystems with measurable ROI High-performing NLU models with optimized intent recognition accuracy Consistent brand-aligned, empathetic digital interactions A scalable conversational design framework adopted across clients Strategic thinker with execution discipline Strong influencing and negotiation skills Customer-first and empathy-driven mindset Comfortable operating in ambiguity and fast-paced environments Ability to balance technical depth with business acumen Education & Background
Bachelor’s or Master’s degree in Linguistics, AI, HCI, Communication, or related discipline Certifications in Conversational AI platforms (preferred) Base Salary:
$140,000 – $160,000 per year, commensurate with experience. This range is provided as a general guideline and may vary based on qualifications, skills, and location. Base Salary Range Disclaimer: The base salary range represents the low and high end of the EXL base salary range for this position. Actual salaries will vary depending on factors including but not limited to: location and experience. The base salary range listed is just one component of EXL's total compensation package for employees. Other rewards may include bonuses, as well as a Paid Time Off policy, and many region specific benefits. To view our total rewards offered click here —> https://www.exlservice.com/us-careers-and-benefits Application & Interview Impersonation Warning
– Purposely impersonating another individual when applying and / or participating in an interview in order to obtain employment with EXL Service Holdings, Inc. (the “Company”) for yourself or for the other individual is a crime. We have implemented measures to deter and to uncover such unlawful conduct. If the Company identifies such fraudulent conduct, it will result in, as applicable, the application being rejected, an offer (if made) being rescinded, or termination of employment as well as possible legal action against the impersonator(s). EXL may use artificial intelligence to create insights on how your candidate information matches the requirements of the job for which you applied. While AI may be used in the recruiting process, all final decisions in the recruiting and hiring process will be taken by the recruiting and hiring teams after considering a candidate’s full profile. As a candidate, you can choose to opt out of this artificial intelligence screening process. Your decision to opt out will not negatively impact your opportunity for employment with EXL.
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