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Consultant, Conversational Design

2 hours, 4 minutes ago
Canada
Full-time
Mid Level
Consultant
Operations
AWS CRM Generative AI LLM Salesforce
Apply Now
NeuraFlash

NeuraFlash

NeuraFlash specializes in providing custom AI business solutions by integrating Salesforce's Success Platform with artificial intelligence and machine learning, enhancing customer experiences through consulting, UX design, and implementation services a...

IT Services
251-1K
Founded 2016
View All Jobs 103

Description

  • Design conversational speech systems for customer service automation using Agentic AI and natural language understanding tools.
  • Craft the capabilities, user experience, and persona of automated interactions 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.
  • Translate business goals into clear, actionable experience designs for implementation teams.
  • Create client-facing deliverables focused on conversational interaction and experience design.
  • Analyze interaction data to identify automation opportunities and recommend experience improvements.
  • Collaborate with solution architects, engineers, and QA testers to validate that solutions meet design objectives.
  • Support customer adoption of Amazon Connect automation solutions.
  • Help drive project success criteria and reporting.

Requirements

  • 3+ years of experience in design or business analysis.
  • Customer-facing consulting experience.
  • Experience communicating business or technology processes using Lucidchart, Visio, Gliffy, Draw.io, or similar tools.
  • Ability to collaborate within cross-functional teams to create rich end-user experiences.
  • Comfort presenting design deliverables to business stakeholders.
  • Experience analyzing data to identify user behaviors and inform design decisions.
  • Willingness and ability to learn new technologies such as Amazon Lex, Connect, and Bedrock; Salesforce Einstein and Agentforce; or Google Dialogflow.
  • Experience building voice user interfaces (VUI) or advanced interactive voice response (IVR) systems preferred.
  • Experience designing conversational flows for text-based bots such as web or Facebook Messenger preferred.
  • Experience designing solutions for contact center, customer service, or related environments preferred.
  • Knowledge of Amazon Lex, Google Dialogflow, Nuance IVR/VA, or similar conversational experience solutions preferred.
  • Experience with prompt writing and generative AI-powered platforms preferred.
  • Familiarity with generative AI (LLM) capabilities and using them to solve business process challenges preferred.
  • Ability to tie outcomes to business value through storytelling preferred.
  • Experience designing solutions that integrate with CRM, contact center, or case management solutions preferred.
  • Awareness of contact center industry trends, operating models, and priorities preferred.

Benefits

  • Remote and in-person work options, including remote roles and regional hubs.
  • Up to 25% travel for certain roles.
  • Flexible culture that values outcomes over strict hours.
  • Collaborative environment with executive town halls and company meetings.
  • Regular team celebrations and fun company culture.

Interested in this position?

Apply directly on the company website

Apply Now

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