Senior Customer Experience Consultant - Conversational Design

Responsibilities

• Serve as a trusted advisor to clients, providing expert guidance on CX automation strategy and conversational design best practices.
• Design, implement, and tune Intelligent Virtual Assistants (IVAs) by shaping conversational flows and AI personalities.
• Author customer journey storyboards, process flows, and interaction scripts to illustrate end-to-end experiences.
• Collaborate with AI engineers and technical teams to develop solutions that exceed client expectations.
• Analyze qualitative and quantitative performance data to provide recommendations for continuous improvement.
• Develop engaging bot personas that represent brand identity and ensure natural, human-like interactions.
• Participate in the creation of standard methods and artifacts for the Conversational Design team.

Requirements

• 3+ years of experience in corporate consulting, ideally working with enterprise clients.
• 2+ years of experience with natural language AI technology, GenAI, speech recognition, or machine learning.
• 2+ years of experience in UX writing, microcopy, linguistics, or writing for AI systems.
• Strong understanding of User-Centered Design principles and User Research.
• Proficiency with modern diagramming tools such as LucidChart or Miro.
• Bachelor's degree in a related field.
• Proven ability to work successfully within cross-functional teams.

Preferred Qualifications

• Experience with audio recording and production.

About the Company

TTEC Digital pioneers engagement and growth solutions that fuel exceptional customer experiences (CX). We focus on coaching clients to ensure employees feel valued and supported, believing that an amazing customer experience is an employee-first process. TTEC has been awarded the Great Place To Work certification based on outstanding employee experiences across 14 countries.