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Consultant, Conversational Design

5 days, 11 hours ago
United States
Full-time
Senior
Consultant
Operations
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 86

Description

  • Lead the design workstream for major customer experience transformation projects across voice and digital channels.
  • Design conversational speech systems for customer service automation using Agentic AI and natural language understanding tools.
  • Define the capabilities, user experience, and persona of automated interactions across voice, chat, SMS, and email.
  • Lead requirement gathering sessions, ideation workshops, and client design sessions.
  • Translate high-level business goals into clear experience designs that development and implementation teams can execute.
  • Create client-facing deliverables focused on conversational interaction and experience design.
  • Analyze interaction data to identify automation opportunities and recommend experience improvements based on data.
  • Collaborate with solution architects, engineers, and QA testers throughout the project lifecycle to validate design outcomes.
  • Support customers in adopting Amazon Connect automation solutions and help drive successful end-user interactions.
  • Help define project success criteria and reporting.

Requirements

  • 3+ years of experience in design or business analysis.
  • Customer-facing consulting experience.
  • Experience communicating business and technology processes using tools such as Lucidchart, Visio, Gliffy, or Draw.io.
  • Ability to collaborate in 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 supporting 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 connect outcomes to business value through storytelling preferred.
  • Experience designing solutions that integrate with CRM, Contact Center, or Case Management systems preferred.
  • Awareness of contact center industry trends, operating models, and priorities preferred.

Benefits

  • Remote and in-person work options, with more than half of the team working remotely.
  • Flexible work culture that supports personal responsibilities and values results over strict hours.
  • Up to 25% travel for certain roles.
  • Collaborative team environment with executive town halls and company meetings.
  • Opportunities to work on cutting-edge AI, Amazon, and Salesforce technologies in a pioneering Agentforce environment.
  • Competitive annual salary range by location, including $87,400 to $266,300 USD depending on office and region.

Interested in this position?

Apply directly on the company website

Apply Now

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