Senior Customer Experience Consultant - Conversational Design

@ TTEC Digital

Senior Customer Experience Consultant - Conversational Design

Posted 9 months ago

This job is still taking applications, but it's been up a while.

About the job

TTEC Digital, with 1,800+ employees, pioneers engagement and growth solutions for exceptional customer experiences. We value diversity and innovation, with a focus on AI-driven conversational design and client success. This remote role offers growth and impact in CX technology.

Requirements

3+ years in corporate consulting
2+ years with AI and NLP tech
Experience with UX writing and linguistics
Knowledge of user-centered design

Qualifications

Bachelor's degree in related field
Experience with diagram tools like Miro
Strong cross-functional team skills
Experience in AI or speech recognition is a plus

Full job description

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

TTEC Digital seeks an innovative and creative Conversational UI Dialog Designer to assist in the design, implementation, and tuning of Intelligent Virtual Assistants (IVAs) – also known as virtual agents that leverage Artificial Intelligence (AI). As a Conversational Designer, you will be responsible for shaping the personality and conversational flow of IVAs to ensure customers receive a ‘human’ AI experience. By partnering with our Conversational AI Engineers, you will leverage your extensive language background to script and structure dialogs that are engaging and natural, and aligned with the desired IVA persona.

With the customer journey and experience at the forefront of everything you do, you’ll help determine the most appropriate next action and language necessary to produce an exceptional customer interaction — all while developing an AI personality that is engaging and memorable.

This is a 100% remote opportunity with limited travel requirements.

What You Will Do:

Serve as a trusted advisor to clients, providing expert guidance on customer experience automation strategy and best practices in conversational design, contact center operations, and CX technology.
Cultivate strong relationships with clients and partners, delivering timely and accurate deliverables that inspire confidence and trust.
Responsible for project success, ensuring timelines and objectives are met with precision and efficiency.
Author customer journey storyboards, process flows, and interaction scripts that clearly illustrate the end customer experience for both business and technical stakeholders
Author and deliver professional, effective presentations to client stakeholders
Follow best practices for developing engaging bot personas that engage users and properly represent the brand
Ensure the IVA interaction design and end experience reflect the intended persona
Help ‘train’ the IVA both before and after launch to deliver meaningful and accurate responses, taking into account all segments of the target user population
Collaborate with AI technical, consulting, and knowledge teams to develop a solution that exceeds client expectations
Analyze multifaceted performance data (both qualitative and quantitative), present findings to stakeholders and develop recommendations to improve performance
Maintain awareness of clients’ business goals and constraints, ensuring our recommendations are framed in terms that will resonate with decision-makers
Participate in the design and continuous improvement of standard methods and artifacts for the Conversational Design team
Support revenue growth by developing recommendations for follow-on services on projects already landed and in delivery, leveraging client management and interpersonal skills
Contribute to internal and external thought leadership content development

What You Will Bring:

3+ years’ experience in corporate consulting, ideally with enterprise clients
2+ years’ experience with natural language AI technology, GenAI, speech recognition, and/or machine learning
2+ years in UX writing, microcopy, linguistics, and/or writing for AI systems
Training and/or experience in User-Centered Design principles and User Research
Fluency with modern diagram tools such as LucidChart and Miro
Demonstrable experience working successfully in cross-functional teams
Experience with audio recording and production is a plus
Bachelor's level degree in a related field required

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This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

Benefits available to eligible employees include the following:

- Medical, dental, vision

- tax-advantaged health care accounts

- financial and income protection benefits

- paid time off (PTO) and wellness time off.

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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