Senior Customer Experience Consultant – Conversational Design

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TTEC Digital

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤖 Artificial Intelligence

🤝 B2B

Artificial Intelligence • B2B • Customer Experience

TTEC Digital is a leader in customer experience transformation, combining technology and human empathy to enhance customer interactions. With a focus on artificial intelligence, contact center technology, and customer relationship management, TTEC Digital delivers tailored solutions for mid-market digital transformation. Their comprehensive offerings include data analytics, CX strategy and design, and managed services that optimize customer engagements across various industries.

📋 Description

• 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 • Ensure the IVA interaction design and end experience reflect the intended persona • 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 • Participate in the design and continuous improvement of standard methods and artifacts for the Conversational Design team • 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

🎯 Requirements

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