Consultant, Conversational Design
RemoteColombia
Job Summary
Design engaging contact center experiences leveraging Agentic AI and Natural Language Understanding systems like Amazon Lex, Connect, and Salesforce Einstein. Lead design workstreams across voice and digital channels by defining user personas, conducting ideation workshops, and translating business goals into actionable experience designs. Analyze interaction data to identify automation opportunities and collaborate with engineering teams to validate products against user goals. Deliver client-facing documentation and support clients in adopting automation solutions to ensure successful interactions and business outcomes. Fully remote position based in Colombia with flexible culture focused on results.
Required Qualifications
- 3+ years of experience in design, business analysis, or similar consulting roles
- Customer-facing consulting experience
- Strong communication and visualization skills using Lucidchart, Visio, Draw.io, or similar tools
- Ability to collaborate within cross-functional teams to build rich user experiences
- Comfortable presenting design deliverables to business stakeholders
- Experience analyzing user data to inform design decisions
- Eagerness to learn new technologies (e.g., Amazon Lex, Connect, Bedrock, Salesforce Einstein, Agentforce, Google Dialogflow)
Desired Qualifications
- Experience building Voice User Interfaces (VUI) or advanced IVR systems
- Experience designing text-based bot interactions (web, Messenger, etc.)
- Experience designing solutions for contact center or customer service environments
- Knowledge of Amazon Lex, Google Dialogflow, Nuance IVR/VA, or similar tools
- Experience with prompt design and generative AI platforms
- Understanding of LLMs and how to apply them to real business challenges
- Ability to tie design outcomes to business value through clear storytelling
- Experience designing solutions integrated with CRM, Contact Center, or Case Management systems
- Awareness of contact center trends and best practices, leveraging them to guide clients toward optimized solutions
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