• Create dialog flows and scripts • Define intents and user journeys • Lead conversation design workshops • Develop assistant personas • Deliver partner enablement activities

• Gather and analyze business and user requirements for IVR applications • Design end-to-end call flows for speech and DTMF-based IVR experiences • Create design specifications and documentation for IVR implementations • Collaborate with Product Owners to shape and refine voice user experiences • Create user stories for developers and speech scientists to implement designs • Support speech scientists with grammar design and tuning • Conduct usability testing and analyze results to improve IVR performance • Tune IVR applications to optimize recognition accuracy and user experience • Communicate design rationale and methodology to stakeholders

• Maintain and evolve living journey maps and service blueprints • Facilitate journey-based working groups • Partner with product squads on high-impact initiatives • Surface and document cross-squad dependencies, handoffs, and risks • Connect qualitative and quantitative insights to journey artifacts • Support adoption of journey-first ways of working • Collaborate with the Journey Management Tiger Team and Design System partners • Track journey health over time and contribute to quarterly reviews

• Lead AI-enabled design workflows • Build and maintain our AI prototyping starter kits, repos, and conventions • Write internal scripts, tools, and workflows that accelerate how the Product Design team works • Experiment with MCP Apps (ext-apps) and emerging agent UI patterns — helping establish how Kong designs for AI-native and agent-driven experiences • Stay close to what's emerging in AI tooling and enable the team on the latest best practices • Build trusted, ongoing relationships with frontend engineers • Help reduce drift between design and implementation systems, in service of both teams • Collaborate with your design systems colleagues, designers, and engineers to identify or revamp reusable patterns • Audit and identify opportunities to reduce one-off patterns and improve cross-product cohesion • Contribute to documentation, usage guidance, and governance — and enable the team effectively on changes • Help establish a high standard for visual quality, interaction design, and usability across technical product experiences • Bring strong judgment around when to follow conventions versus when to push forward • Partner with designers to improve consistency, polish, and accessibility