Posted 8 months ago

Senior Customer Experience Consultant - Conversational Design

AustinRemoteFull-time

AI Summary

Senior Conversational Designer who shapes IVAs by scripting dialogs and persona, collaborates with AI engineers, and guides customer journeys to deliver human-like AI experiences.

About this role

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

Skills

AI SystemsCustomer Journey MappingDialog AnalyticsDialog DesignDialog ScriptingGenAIInteraction DesignLinguisticsLucidchartMachine LearningMicrocopyMiroNatural Language ProcessingPersona DesignPresentation SkillsProcess FlowsSpeech RecognitionStoryboardingTraining And OnboardingUser-centered DesignUser ResearchUX Writing