Consultant, Conversational Design

This is a remote position.

About the Role

As a Conversational Design Consultant, you will be responsible for designing engaging contact center experiences and delivering tangible business value to clients and end-users.

You will lead the design workstream within major customer experience transformation projects, across both voice and digital channels, working closely with architecture, AI, and engineering teams to ensure seamless delivery and customer satisfaction.

Requirements

Key Responsibilities

• Design conversational speech systems leveraging Agentic AI and Natural Language Understanding (NLU) systems such as Amazon Lex, Connect, and Salesforce Einstein/Agentforce.
• Define user personas, interaction capabilities, and experiences across voice, chat, SMS, and email channels.
• Lead requirements gathering, ideation workshops, and client design sessions.
• Contribute to enterprise customer engagement strategies, focusing on user behavior and experience design.
• Translate high-level business goals into actionable, well-structured experience designs for development and implementation teams.
• Deliver client-facing assets and documentation focused on conversational interaction and experience.
• Analyze interaction and behavioral data to identify automation opportunities and recommend data-driven improvements.
• Collaborate with solution architects, engineers, and QA testers to validate that final products meet design and user goals.
• Support clients in adopting Amazon Connect and automation solutions, ensuring successful user interactions and business outcomes.
• Participate in defining project success criteria and tracking delivery performance.

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).

Preferred Skills

• 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.

Benefits

What We Offer

• Fully remote position based in Colombia.
• Work with global teams delivering innovative AI and cloud projects.
• Flexible culture focused on results and collaboration, not strict schedules.
• Opportunities for professional growth in AI, automation, and customer experience design.
• Collaborative and inclusive environment where your input drives real impact.

Originally posted on [REDACTED]