Consultant, Conversational Design

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop conversational speech systems utilizing Agentic AI alongside Natural Language Understanding platforms from AWS and Salesforce.

• Design functionalities, user experiences, and personas for automated communications encompassing voice, chat, SMS, and email.

• Facilitate requirement gathering, ideation workshops, and client design sessions.

• Contribute to strategies for enterprise customer engagement from a design and customer behavior standpoint.

• Convert overarching business objectives into practical experience designs for development and implementation teams.

• Produce client-facing materials centered on conversational interactions and experiences.

• Examine interaction data and provide data-driven recommendations for experience enhancements.

• Collaborate with solution architects, engineers, and QA testers to ensure design objectives are met.

• Assist customers in adopting Amazon Connect automation solutions.

• Help establish project success criteria and reporting.

⛳️ Requirements

• Over 3 years of experience in design or business analysis.

• Experience in customer-facing consulting roles.

• Proficiency in communicating business and/or technology processes using tools such as Lucidchart, Visio, Gliffy, Draw.io, or similar.

• Flexibility in utilizing various design tools.

• Capability to collaborate within a cross-functional team.

• Confidence in presenting design deliverables to business stakeholders.

• Experience in analyzing data to discern user behaviors and inform design decisions.

• Willingness and capacity to learn Amazon Lex, Connect, Bedrock, Salesforce Einstein, Agentforce, and Google Dialogflow.

• Preferred: Experience in developing VUI or advanced IVR systems.

• Preferred: Background in designing conversational flows for text-based bots.

• Preferred: Experience in designing contact center or customer service solutions.

• Preferred: Familiarity with Amazon Lex, Google Dialogflow, Nuance IVR/VA, or comparable solutions.

• Preferred: Experience with prompt writing and generative AI platforms.

• Preferred: Understanding of generative AI/LLM capabilities.

• Preferred: Ability to connect outcomes to business value through storytelling.

• Preferred: Experience integrating CRM, Contact Center, or Case Management solutions.

• Preferred: Awareness of trends and operating models in the contact center industry.

🏝️ Benefits

• Options for remote and in-person work.

• Flexible work culture and hours.

• Company town halls and meetings.

• Team celebrations and events.

• Up to 25% travel opportunities for certain positions.