At Replicant, we believe AI should work for people, starting with customer service. That's why we built a platform that helps contact centers resolve more requests, proactively identify issues, and improve agent performance with AI-powered conversation intelligence and AI agents that act like your best reps. Our AI agents handle millions of calls every month for Fortune 500 companies and high-growth innovators.
From processing payments to booking appointments and authenticating users, they help customers get what they need instantly, 24/7. Meanwhile, our real-time conversation insights help contact center leaders coach better and improve every interaction. We're leading the shift from legacy systems to AI-first service, powered by large language models (LLMs) and designed for enterprise scale, security, and empathy.
If you're excited by the potential of LLMs, voice AI, and building category-defining technology with a kind, ambitious team, you'll love it here. About the role This role reports to the VP of Product, owns the practice outright, and comes with two designers attached – our Conversation Design Lead and a Lead / Principal Product Designer whose role you’ll define and hire. Roughly 80% of your time goes into the work itself, and we mean owning high-leverage product design decisions rather than delivering via management of a team.
You’ll be accountable for product design decisions and direction across every surface — the sales conversation, the deployments our delivery team configures, the AI agent talking to a customer, the analytics an operator reads every morning. The other 20% is designing and running the product design practice to increase design’s leverage across the organization. We’re looking to you to help us get design right – we’ve tried to build design here twice and we’ve under-resourced it both times.
Our org has grown up as sales- and engineering-led, and in this role you’ll shepherd how we grow and mature through product and design leadership. As the design practice grows into a pillar of our product function, this role grows with it. If you want a green field to help demonstrate how powerful a force product design can be – and you want to do that while applying cutting-edge HCI to age-old problems of providing better customer service – this is the role for you.
WHAT YOU'LL DO Own the whole customer experience, interface included. A customer's experience of Replicant runs from the sales conversation, through a deployment our delivery team configures, into an AI agent that talks to their customers, and back out through the analytics their operators read daily. Set the information architecture for a converging platform. Our conversation intelligence and agent-building products grew separately and are now becoming one product.
You decide what the objects are, what they're called, and how someone moves between them. Own the design system's architecture and the rules around it. The foundation exists — components in Figma and in Storybook. What's missing is a pattern language, documented decisions about when to use what, and a contribution model engineers can build against. You set that architecture, govern it, and are accountable for it existing.
Extend design's influence past the work you do yourself. Much of the customer-facing experience here gets shaped by people outside your team: product managers, delivery engineers who configure agents, solutions engineers in demos. Raising the bar means influencing them, giving them something good enough to follow, and telling them no when it matters. Drive rapid prototype-and-validation loops. You'll talk to internal customers, contact center operators and turn what you hear into design decisions, owning method as well as findings.
You’ll create and drive a best-in-class prototype-and-validate loop. Bring product design and conversation design together. Our product is a conversation, so we've put both disciplines in one practice. You own how they come together and t