Consultant, Conversational Design

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. You’ll lead the design workstream within major customer experience transformations, across both the voice and digital channels. As a core participant in our cross-functional project teams, you’ll be leading the client engagement on design, and working in partnership with our talented architecture, AI and engineering teams to delight our customers. You will have the opportunity to: Design conversational speech systems, leveraging Agentic AI and Natural Language Understanding systems from AWS and Salesforce, for customer service automation Craft the capabilities, user experience, and persona of automated interactions being delivered 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, that can be used by development or implementation teams to create solutions Create client-facing deliverables with a specialized focus on conversational interaction and experience Analyse interaction data to identify opportunities for automation where our customers will see the most value, and make data-driven experience improvement recommendations Work with solution architects, engineers, and QA testers throughout the project lifecycle to validate that the final product achieves the design objectives Support customers in the adoption of Amazon Connect automation solutions, ensuring successful interactions for end-users, and positive outcomes for NeuraFlash clients Help drive project success criteria and reporting