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Senior Customer Experience Consultant - Conversational Design

2 months, 1 week ago
United States
Full-time
Senior
Customer Success
Design and User Experience
Generative AI Machine Learning NLP
Apply Now
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
View All Jobs 45

Description

  • Serve as a trusted advisor to clients on customer experience automation strategy, conversational design, contact center operations, and CX technology.
  • Build strong client and partner relationships by delivering timely and accurate work that inspires confidence.
  • Own project success by ensuring timelines and objectives are met efficiently.
  • Author customer journey storyboards, process flows, and interaction scripts for business and technical stakeholders.
  • Prepare and deliver professional presentations to client stakeholders.
  • Develop bot personas and interaction designs that reflect the intended brand and user experience.
  • Train virtual assistants before and after launch to improve response quality and coverage across user segments.
  • Collaborate with AI technical, consulting, and knowledge teams to develop solutions that exceed client expectations.
  • Analyze qualitative and quantitative performance data and present recommendations to improve outcomes.
  • Support revenue growth by identifying and recommending follow-on services and contribute 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 modern diagram 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.
  • Must reside in an eligible state or Washington, DC, including AZ, CO, FL, GA, IL, IN, MA, MI, MN, MO, NJ, NY, NC, OK, PA, TN, TX, VA, WI, or WY.

Benefits

  • $100,000 to $130,000 annual salary.
  • Eligible for an annual incentive program.
  • Medical, dental, and vision coverage.
  • Tax-advantaged health care accounts.
  • Financial and income protection benefits.
  • Paid time off (PTO) and wellness time off.
  • 100% remote work with limited travel requirements.

Interested in this position?

Apply directly on the company website

Apply Now

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