Senior Customer Experience Consultant – Conversational Design

🕒 il y a 1 mois

🤠 Texas – Distant

🤠 Texas – Remote

💵 $100 000 - $130 000 / an

⏰ Temps Plein

🟠 Senior

💝 Support Client

🦅 Parrain de Visa H1B

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TTEC Digital

Site WebLinkedInTous les Emplois

1001 - 5000 employés

🤖 Intelligence artificielle

🤝 B2B

Artificial Intelligence • B2B • Customer Experience

TTEC Digital est un leader dans la transformation de l'expérience client, combinant technologie et empathie humaine pour améliorer les interactions avec les clients. Axé sur l'intelligence artificielle, la technologie des centres de contact et la gestion des relations clients, TTEC Digital propose des solutions sur mesure pour la transformation numérique des entreprises de taille intermédiaire. Leur offre complète comprend l'analyse des données, la stratégie et le design de l'expérience client, ainsi que des services gérés qui optimisent les interactions client à travers diverses 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.

🎯 Exigences

• 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

🏖️ Avantages

• Medical, dental, vision • tax-advantaged health care accounts • financial and income protection benefits • paid time off (PTO) and wellness time off.