Senior Customer Experience Consultant - Conversational Design

Skills

• Expertise in natural language AI technology, GenAI, speech recognition, and machine learning
• Experience with UX writing, microcopy, and writing for AI systems
• Knowledge of User-Centered Design principles and User Research
• Proficiency in modern diagram tools such as LucidChart and Miro
• Experience with audio recording and production

Qualifications

• 3+ years’ experience in corporate consulting, preferably with enterprise clients
• 2+ years’ experience with natural language AI technology, GenAI, speech recognition, and/or machine learning
• 2+ years’ experience in UX writing, microcopy, linguistics, and/or writing for AI systems
• Fluency with modern diagram tools such as LucidChart and Miro
• Training and/or experience in User-Centered Design principles and User Research
• Bachelor's level degree in a related field required

Responsibilities

• Serve as a trusted advisor to clients, providing expert guidance on customer experience automation strategy and best practices in conversational design, contact center operations, and CX technology
• Cultivate strong relationships with clients and partners, delivering timely and accurate deliverables that inspire confidence and trust
• Responsible for project success, ensuring timelines and objectives are met with precision and efficiency
• Author customer journey storyboards, process flows, and interaction scripts that clearly illustrate the end customer experience for both business and technical stakeholders
• Author and deliver professional, effective presentations to client stakeholders
• Follow best practices for developing engaging bot personas that engage users and properly represent the brand
• Help ‘train’ the IVA both before and after launch to deliver meaningful and accurate responses, taking into account all segments of the target user population
• Collaborate with AI technical, consulting, and knowledge teams to develop a solution that exceeds client expectations
• Analyze multifaceted performance data (both qualitative and quantitative), present findings to stakeholders and develop recommendations to improve performance
• Maintain awareness of clients’ business goals and constraints, ensuring our recommendations are framed in terms that will resonate with decision-makers
• Support revenue growth by developing recommendations for follow-on services on projects already landed and in delivery, leveraging client management and interpersonal skills
• Contribute to internal and external thought leadership content development

About the Role

TTEC Digital coaches clients to ensure their employees feel valued and fully supported, believing that an amazing customer experience is an employee-first process. Our vision is to create a place where employees can thrive.

Benefits

• Medical
• Dental
• Vision
• Tax-advantaged health care accounts
• Financial and income protection benefits
• Paid time off (PTO) and wellness time off

Pay

Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

Schedule

This is a 100% remote opportunity with limited travel requirements.