Conversational Design Consultant

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

You’ll lead the design workstream within major customer experience transformations, across both the voice and digital channels.

As a core participant in our cross-functional project teams, you’ll be leading the client engagement on design, and working in partnership with our talented architecture, AI and engineering teams to delight our customers.

You will have the opportunity to:

• Design conversational speech systems, leveraging Agentic AI and Natural Language Understanding systems from AWS and Salesforce, for customer service automation
• Craft the capabilities, user experience, and persona of automated interactions being delivered across voice, chat, SMS, and email channels
• Lead requirement gathering, ideation workshops and client design sessions
• Contribute to enterprise customer engagement strategies, from a design and customer behavior perspective
• Incorporate high-level business goals into actionable, clear, and well-structured experience designs, that can be used by development or implementation teams to create solutions
• Create client-facing deliverables with a specialized focus on conversational interaction and experience
• Analyse interaction data to identify opportunities for automation where our customers will see the most value, and make data-driven experience improvement recommendations
• Work with solution architects, engineers, and QA testers throughout the project lifecycle to validate that the final product achieves the design objectives
• Support customers in the adoption of Amazon Connect automation solutions, ensuring successful interactions for end-users, and positive outcomes for NeuraFlash clients
• Help drive project success criteria and reporting

Required Qualifications:

• 3+ years of experience design, or business analysis work experience
• Customer-facing consulting experience
• Experience communicating business and/or technology processes using tools like Lucidchart, Visio, Gliffy, Draw.io, or similar
  • Adaptable to use different design tools as required
• Ability to collaborate within a cross-functional team to create rich end user experiences
• Comfortable presenting design deliverables to business stakeholders
• Experience analysing data to identify user behaviors and make design decisions
• Willing and able learner of new technologies (e.g. Amazon Lex, Connect, and Bedrock, Salesforce Einstein and Agentforce, Google Dialogflow)

Preferred Skills:

• Experience building voice user interfaces (VUI) or advanced integrated voice response (IVR) systems
• Experience designing conversational flows for text based bots (e.g., web, Facebook Messenger, etc.)
• Experience designing solutions to support the contact centre or customer service, or a related environment
• Knowledge of Amazon Lex, Google DialogFlow, Nuance IVR/VA, or similar conversational experience solutions
• Experience with prompt writing and generative AI powered platforms
• Familiarity with the capabilities of generative AI (LLM) systems and how to use them to solve business process challenges
• Ability to tie outcomes to business value (return on investment) through storytelling
• Experience designing solutions which integrate with CRM, Contact Center, or Case Management solutions
• Awareness of contact center industry trends, operating models, and priorities. An ability to leverage this awareness to guide customers towards industry best practices