Note: The job is a remote job and is open to candidates in USA. NeuraFlash, Part of Accenture is redefining the future of business through AI and innovative technologies. As a Conversational Design Consultant, you will design impactful contact center experiences and lead design workstreams in customer experience transformations, collaborating with cross-functional teams to deliver exceptional results.
Responsibilities
- 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
Skills
- 3+ years of experience 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 analysing 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)
- 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 centre 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. An ability to leverage this awareness to guide customers towards industry best practices
Benefits
- Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our NeuraFlash, Part of Accenture Family who work remotely, we’re focused on keeping everyone connected and unified as one team.
- Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and don't mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients.
- Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn’t possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done
- Collaboration: You have a voice here! If you work with a team of smart people like we do, it’s a no-brainer to take suggestions and feedback on how to keep NeuraFlash, Part of Accenture thriving. Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small.
- Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don’t forget to slow down and celebrate the big things and the small things together.
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