[Hiring] Consultant, Conversational Design @NeuraFlash, Part of Accenture

Role Description

As a Conversational Design Consultant, you will be responsible for designing compelling contact center experiences and delivering impactful business value to our clients and their end-users.

• Lead the design workstream within major customer experience transformations across both voice and digital channels.
• Engage with clients on design as a core participant in cross-functional project teams.
• Collaborate with architecture, AI, and engineering teams to delight customers.
• Design conversational speech systems leveraging Agentic AI and Natural Language Understanding systems from AWS and Salesforce for customer service automation.
• Craft capabilities, user experience, and persona of automated interactions across voice, chat, SMS, and email channels.
• Lead requirement gathering, ideation workshops, and client design sessions.
• Contribute to enterprise customer engagement strategies from a design and customer behavior perspective.
• Incorporate high-level business goals into actionable, clear, and well-structured experience designs.
• Create client-facing deliverables with a specialized focus on conversational interaction and experience.
• Analyze interaction data to identify opportunities for automation and make data-driven experience improvement recommendations.
• Work with solution architects, engineers, and QA testers throughout the project lifecycle to validate design objectives.
• Support customers in the adoption of Amazon Connect automation solutions.
• Help drive project success criteria and reporting.

Qualifications

• 3+ years of experience in design or business analysis work experience.
• Customer-facing consulting experience.
• Experience communicating business and/or technology processes using tools like Lucidchart, Visio, Gliffy, Draw.io, or similar.
• Adaptable to use different design tools as required.
• Ability to collaborate within a cross-functional team to create rich end-user experiences.
• Comfortable presenting design deliverables to business stakeholders.
• Experience analyzing data to identify user behaviors and make design decisions.
• Willing and able learner of new technologies (e.g., Amazon Lex, Connect, and Bedrock, Salesforce Einstein and Agentforce, Google Dialogflow).

Requirements

• Experience building voice user interfaces (VUI) or advanced integrated voice response (IVR) systems.
• Experience designing conversational flows for text-based bots (e.g., web, Facebook Messenger, etc.).
• Experience designing solutions to support the contact center or customer service, or a related environment.
• Knowledge of Amazon Lex, Google DialogFlow, Nuance IVR/VA, or similar conversational experience solutions.
• Experience with prompt writing and generative AI powered platforms.
• Familiarity with the capabilities of generative AI (LLM) systems and how to use them to solve business process challenges.
• Ability to tie outcomes to business value (return on investment) through storytelling.
• Experience designing solutions which integrate with CRM, Contact Center, or Case Management solutions.
• Awareness of contact center industry trends, operating models, and priorities.

Benefits

• Remote & In-Person: Flexible work options from HQ in Massachusetts or regional hubs, with a focus on team connectivity.
• Travel: Anticipated travel commitment of up to 25% for certain roles.
• Flexibility: Culture of trust allowing for personal commitments during work hours.
• Collaboration: Opportunities to provide feedback and suggestions to keep the company thriving.
• Celebrate Often: Regular team celebrations and fun activities to foster a positive work environment.