Senior Customer Experience Consultant - Conversational Design

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. Responsible for project success, ensuring timelines and objectives are met. Author customer journey storyboards, process flows, and interaction scripts that illustrate the end customer experience. Follow best practices for developing engaging bot personas. Ensure the IVA interaction design reflects the intended persona and help ‘train’ the IVA to deliver meaningful and accurate responses. Collaborate with AI technical, consulting, and knowledge teams to develop a superior solution. Analyze performance data, present findings, and develop improvement recommendations. Contribute to thought leadership content development.