Senior Customer Experience Consultant - Conversational Design

8 hours, 55 minutes ago
Full-time
Senior
Design and User Experience
TTEC Digital

TTEC Digital

TTEC Digital is a global leader in customer service solutions, offering contact center software, customer service technology, and tailored solutions for businesses. With a focus on combining humanity and technology, TTEC Digital pioneers exceptional cu...

Professional Services
1K-5K
Founded 1982

Description

  • Serve as a trusted advisor to clients on customer experience automation strategy and conversational design best practices.
  • Build and maintain strong client and partner relationships through timely, accurate deliverables.
  • Own project success by ensuring timelines and objectives are met efficiently.
  • Author customer journey storyboards, process flows, and interaction scripts for business and technical audiences.
  • Prepare and deliver professional presentations to client stakeholders.
  • Design bot personas and conversational experiences that align with the intended brand and user experience.
  • Help train the IVA before and after launch to produce meaningful and accurate responses for different user segments.
  • Collaborate with AI technical, consulting, and knowledge teams to create solutions that exceed client expectations.
  • Analyze qualitative and quantitative performance data, present findings, and recommend improvements.
  • Support revenue growth by identifying and recommending follow-on services and contributing to thought leadership content.

Requirements

  • 3+ years of experience in corporate consulting, ideally with enterprise clients.
  • 2+ years of experience with natural language AI technology, GenAI, speech recognition, and/or machine learning.
  • 2+ years of experience 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 diagramming 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 degree in a related field required.

Benefits

  • 100% remote work with limited travel requirements.
  • Full-time role.
  • Opportunity to work with a large global organization focused on customer experience.
  • Great Place To Work 2024–2025 certified employer.
  • Commitment to diversity, equity, and inclusion.
  • Use of AI-assisted hiring tools with human review of final decisions.

Interested in this position?

Apply directly on the company website

Apply Now

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