{"id":1635971,"url":"https://alion.io/job/rankgroup-agentic-ai-designer","title":"Agentic AI Designer","company":{"id":3615823,"name":"Rank Group Limited","domain":"rankgroup.co.nz","url":"https://alion.io/company/rankgroup","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-05T05:45:15Z"}},"role":"Design","role_family":"Design","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ebène, Mauritius"],"countries":["MU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"A/B Testing","optional":false},{"name":"AI Agents","optional":false},{"name":"AWS","optional":false},{"name":"AWS Bedrock","optional":false},{"name":"Azure","optional":false},{"name":"LLM Guardrails","optional":false},{"name":"Prompt Engineering","optional":false},{"name":"Vertex AI","optional":false}],"status":"live","first_seen_at":"2026-09-08T00:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-06T01:28:50Z","board_verified":true,"closed_at":null,"days_open":28,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":28},"description":"The Agentic AI Designer is responsible for shaping how customers and agents interact with AI across the support ecosystem. Acting as the bridge between data, design, and technology, this role designs, tests, and optimises AI-powered journeys - whether through self-serve automation, asynchronous messaging, or agent assist capabilities - to ensure interactions are efficient, human-like, and aligned with our brand and regulatory obligations. The Agentic AI Designer will play a pivotal role in driving containment, reducing handling times, and improving overall customer satisfaction by leveraging the latest in Generative AI and conversational design.\nThe Agentic AI Designer will also play a leading role in shaping the next generation of agentic AI experiences - designing systems that can autonomously orchestrate complex customer journeys, anticipate needs, and deliver seamless, multi-step support.\nMain Accountabilities & Responsibilities\nAI Journey Design & Optimisation\nDesign and optimize agentic AI experiences, enabling autonomous, multi-step task completion and proactive customer support.\nDevelop and refine prompts, conversational flows, and tone of voice for Generative AI, ensuring brand alignment and regulatory compliance.\nDesign and optimize end-to-end customer journeys and AI-driven interactions by mapping user needs, decision points, handoffs, risks, and opportunities, and translating them into conversation flows, wireframes, prototypes, and detailed design documentation.\nEstablish design standards, guardrails, and escalation paths for AI interactions.\nStructure knowledge content and metadata to enable AI to retrieve accurate, relevant, and up-to-date information across customer and agent journeys.\nCollaboration & Delivery\nCollaborate with technology teams to define requirements and guardrails for agentic agents, ensuring safety, compliance, and brand alignment.\nEnsure seamless handoff between AI and human support, enhancing both the customer and agent experience.\nStakeholder management – map agentic use cases\nPerformance & Continuous Improvement\nUse performance data (containment, drop-off, escalation, AHT, CSAT) to inform and continuously improve design.\nLead testing and experimentation to validate and refine conversational flows and AI outputs.\nContinuously explore and prototype new agentic agent capabilities, keeping the organisation at the forefront of customer service innovation.\nGovernance & Compliance\nEnsure all AI-powered experiences adhere to regulatory requirements, internal governance frameworks and risks considerations.\nChampion best practices in ethical and responsible AI design.\nQualifications\nEssential\nProven experience in UX Design, Product Design, Service Design, Customer Experience Design, Conversational Design, or a related discipline.\nHands-on experience designing customer journeys, digital experiences, conversation flows, chatbots, or AI-enabled services\nStrong knowledge of conversational, generative and agentic AI platforms (e.g. Cognigy, AWS Bedrock, Vertex AI, Azure AI)\nFamiliarity with contact centre environments and tooling (CCaaS, CRM, Case Management, and knowledge management solutions etc).\nUnderstanding of prompt engineering principles and their application in production environments.\nStrong analytical mindset with the ability to translate performance data into design improvements.\nComfortable working in cross-functional teams (operations, product, technology, compliance).\nUnderstanding of the principles and challenges of agentic agent design, including orchestration, context management, and user trust.\nAbility to produce clear user journeys, flows, prototypes, and design documentation\nFamiliarity with AI design considerations such as prompts, guardrails, testing, and responsible AI.\nRelevant degree or equivalent practical experience in User Experience Design, Human-Computer Interaction, Product Design, Service Design , Cognitive Science, Linguistics, Computer Science, or a related field.\nDesired\nExperience designing for agentic AI systems, autonomous workflows, or multi-step conversational journeys\nExperience designing for regulated industries or high-compliance environments.\nFamiliarity with A/B testing, experimentation, and conversational analytics.\nKnowledge of accessibility standards and inclusive design for digital experiences.\nPersonal Qualities Desired\nCreative and customer-obsessed, with a passion for designing intuitive, human-like AI experiences.\nAnalytical and data-driven, always seeking to improve outcomes through evidence-based design.\nCollaborative and communicative, able to work effectively across disciplines and locations.\nDetail-oriented, with a commitment to quality, compliance, and brand integrity.\nCurious and proactive, staying ahead of trends in Generative AI, conversation design, and customer service technology.\nResilient and adaptable, thriving in a fast-paced, evolving environment.\nFuturist mindset, with a passion for pioneering agentic agent experiences and redefining what’s possible in customer service 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