# Wally Brill > Senior AI Conversation Designer - AI Conversation Design Evangelist and Educator - Customer Experience Maven Location: Berkeley, California, United States Profile: https://flows.cv/wally I’ll admit it: I love talking with robots and teaching them to talk back. It’s been that way since I was a kid chatting to my toys with sadly no response. For over twenty years I’ve been an outspoken advocate of seamless, effortless experiences across channels for customers of large enterprises on four continents. I've observed customer experience from all sides, I've been a technology vendor at Nuance Communications, a user experience consultant at VoicePartners and Voxgen, The Director of Global Self Service at eBay, the Senior Persona Designer and Head of Conversation Design Education at Google, and a regular customer. From this perspective it's clear that there are opportunities for significant changes to the way customers and brands communicate with one another. AI and conversation design permit entirely new, user centered, solutions to create experiences that enhance customer trust, loyalty, and convenience. My career has been based around designing those solutions and training new and experienced conversation designers through instructor led courses, video courses, and workshops. ## Work Experience ### Principal Persona Designer @ Tavus Jan 2025 – Present ### Senior Staff Product Designer, Conversational AI @ ServiceNow Jan 2025 – Jan 2025 | San Francisco Bay Area Designing AI Agents to save people time and help them work better. ### AI Conversation Designer @ Magnit at META Reality Labs Jan 2024 – Jan 2025 Designing interactive AI voice experiences for Ray Ban Meta glasses ### Audio UI Conversation Designer @ iyo Jan 2023 – Jan 2025 | Redwood City, California, United States Building a radically new screenless user interface. ### Senior AI Conversation Designer @ Google Jan 2022 – Jan 2023 | San Francisco Bay Area Leveraging new technologies to help humans and bots communicate. "This could be the start of a beautiful friendship". ### Head Of Conversation Design Advocacy & Education @ Google Jan 2018 – Jan 2022 | Mountain View, CA ### Senior Persona Designer @ Adecco at GOOGLE Jan 2017 – Jan 2018 | SanFrancisco Bay Area Training and Mentoring: Provided training and mentoring in persona design and voice coaching to personality, and editorial writers for the U.S., U.K., Australia, and Japan. Design: Created The Assistant persona definition and developed a process for internationalization, creating male and female personas for 7 European countries in English and local languages. ### Principal Consultant @ 21contact Jan 2016 – Jan 2017 | San Francisco Bay Area As Principal Consultant at 21contact, I create digital strategies for major brands in the U.S. and U.K.. Extraordinary customer experiences lead to positive business outcomes. That's why designing a seamless omni-channel contact experience across IVR, WEB, Social Media, Chat, Mobile Platforms, Chat-bots and Intelligent Assistants is an essential part of doing business. Customers deserve amazing, personalized service and at 21connect I have the privilege of helping them achieve that. Training: Created a curriculum and trained VUI teams in advanced conversational design. Design: Delivered persona and user experience design for a major U.S. travel brand. ### Product Design, VP / Chief Evangelist @ MyWave Jan 2015 – Jan 2016 | San Francisco Bay Area MyWave produces a next generation A.I. driven, multimodal intelligent assistant. Reporting to the CEO. Design: Designed the Natural Language interface for MyWave’s Intelligent Assistant along with persona definition, casting and talent direction. Team leadership: Trained and mentored the internal design team in conversational dialog and multimodal design. Evangelism: Pre-sales to “C” Level executives at the Fortune 500: Presented at international conferences. ### Director of Self Service, Global Customer Experience @ eBay Inc Jan 2014 – Jan 2015 | San Francisco Bay Area eBay is a $28B company with 162 million customers worldwide. The Self Service Team handles up to 20 million contacts per year through the WEB, IVR and mobile device. Management: Led and mentored a global team responsible for developing and managing the Online, IVR and Mobile self service platforms supporting over 16 countries across North America, The EU and APAC. Design: Supervised the design for eBay’s natural language self-service solutions. Created the persona, reviewed and edited all dialog to ensure persona consistency, selected and coached voice talent. ### SVP Customer Experience @ The VoxGen Group Jan 2012 – Jan 2014 | San Francisco Bay Area / London, U.K. User Experience Team Leader: Managed a global team of senior VUI designers, researchers, and studio personnel. Coordinated with sales, business analysis and development teams to deliver client solutions globally. Strategic Consulting: Aligned consumer needs and business goals to create outcomes-based, self-service customer experiences. Brand alignment: Enabled companies to manage their brand extension through multi-channel user interfaces including LIME Telecom, Allstate, and esurance. Consumer Advocate and Evangelist: Brought the user to the center of the contact strategy. Design: Created personas and customer experiences for speech and multimodal communication for the Fortune 500 including Lime Telecom (Cable&Wireless), Allstate Insurance, The U.S. Navy, and Walgreens. Pre-Sales: Worked with the sales team to define requirements and create a vision of customer contact for prospects worldwide. ### SVP Strategic Consulting @ The VoxGen Group Jan 2007 – Jan 2012 | San Francisco Bay Area / London, U.K. Design: Aligned consumer needs and business goals to create outcomes-based, self-service customer experiences. Designed and developed speech and multimodal solutions for enterprise, government utilities and telecom providers including LIME Telecom (Cable & Wireless), Orange Telecom, Centrica (British Gas), Allstate Insurance, Walgreens and Anglian Water. ### Co-Founder / Principal @ Voice Partners llc Jan 2002 – Jan 2007 | San Francisco Bay Area / London, UK Management: Recruited and managed a team of senior VUI designers and usability specialists. Training: Trained client teams to design and maintain their IVRs. Design: Created IVR systems and branded personas for major global brands including Orange PCS, SPRINT PCS, T-Mobile U.K., NIKE, Barclays Bank, Nationwide, Continental Airlines, etc. Marketing: Evangelized conversational IVRs and user centered design at conferences in the U.S. and Europe. Co-applicant of the patent for System and Method for Creating Designs for Over the Phone Voice Enabled Services ### Director of Persona Design and Production @ Nuance Communications Jan 1999 – Jan 2002 | Menlo Park, CA Training: Developed best practices for VUI design in conversational, speech recognition systems. Worked with a group of designers to author, Nuance Speech University course: Voice User Interface and Persona Design. Design: Created the process for persona design and production for speech systems. Designed the original Nuance Standard Personas. Created branded personas for the Fortune 500 including SONY, Expedia and Yahoo. Pioneered the 'Wizard of Oz' user testing methodology for speech recognition systems. Developed and designed the first palette of NVA (Non-Verbal Audio) Earcons for land-marking and latency coverage. ## Education ### The New School ## Contact & Social - LinkedIn: https://linkedin.com/in/wallybrill - Portfolio: https://www.google.com --- Source: https://flows.cv/wally JSON Resume: https://flows.cv/wally/resume.json Last updated: 2026-04-13