Consultant, Conversational Design

As a Conversational Design Consultant , you will be responsible for designing engaging contact center experiences and delivering tangible business value to clients and end-users.

You will lead the design workstream within major customer experience transformation projects, across both voice and digital channels , working closely with architecture, AI, and engineering teams to ensure seamless delivery and customer satisfaction.

Requirements

Key Responsibilities

Design conversational speech systems leveraging Agentic AI and Natural Language Understanding (NLU) systems such as Amazon Lex, Connect , and Salesforce Einstein/Agentforce .

Define user personas, interaction capabilities, and experiences across voice, chat, SMS, and email channels .

Lead requirements gathering, ideation workshops, and client design sessions .

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