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PolyAI Logo PolyAI · IT - Software Development

Agent Designer

United Kingdom, London · Job Posted February 01, 2026
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Job Description

PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows. PolyAI is on the hunt for exceptional Agent Designers! PolyAI builds enterprise voice AI agents that handle millions of customer conversations for global brands, delivering conversational experiences so natural they feel like talking to a real person. This is a role for people who want to own projects end-to-end and create conversational experiences that will be heard by millions of customers worldwide. This is suitable for people who are looking to start their career - new graduates welcome!

Job Responsibility

  • Designing the customer experience of AI agents, from simple FAQ answers to long and complex conversations
  • Implementing and maintaining agents using our own platform, Agent Studio, as well as Python and other tools
  • Obsessing over metrics to assess performance and customer satisfaction - making sure everything you do is measurable and having a big impact
  • Listening to how real customers interact with your agents, and prioritising the right things to make each interaction even better
  • Helping our engineering team ensure that our implementations of Generative AI are effective, accurate, and safe

Requirements

  • BS/MS degree in Interaction Design, Linguistics, Human-Computer Interaction, Artificial Intelligence, Computer Science, or another related field
  • Foundational Python knowledge: variables, lists, loops, conditionals, and functions
  • Experience working with large language models (LLMs) and Generative AI
  • Strong focus on creating great user experiences, with meticulous attention to detail and consistency
  • Ability to explain and distill complex ideas using clear and inclusive language
  • Ability to craft conversational and UX copy that guides users naturally through their journeys, reducing friction at every step

Nice to have

  • Knowledge of or aptitude for analytics or data science, including data manipulation, analysis, and visualisation
  • Experience managing internal and external stakeholders through various stages of content development
  • Previous experience in conversation design/AI agent development
  • Experience collaborating with cross-functional teams

What we offer

  • Participation in the company’s employee share options plan
  • Tenure-Based PTO: You will receive 25 holidays when you join and will gain an additional 1 day after 2 years of service, then 1 day each year until capped at 32 holidays
  • Flexible working from home policy
  • Work from outside of the UK for up to 6 months each year
  • TELUS Health EAP 24/7 - offers you and your chosen family confidential, judgment-free support for any work, health, or life challenge
  • Enhanced parental leave
  • Bike2Work scheme
  • Annual learning and development allowance
  • We’re all about making WFH work for you - that’s why we offer a one-off WFH allowance when you join. Offering perks like noise-cancelling headphones or a comfortable desk chair to boost your comfort and focus!
  • Company-funded fertility and family-forming programmes
  • Menopause care programme with Maven
  • Private healthcare and dental cover, discounts on gym members and relaxation apps, and access to a range of mental health programs
  • Sabbatical Program: 5-week paid sabbatical available after 5 years of employment
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