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
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Design conversational speech systems leveraging Agentic AI and Natural Language Understanding (NLU) systems such as Amazon Lex, Connect , and Salesforce Einstein/Agentforce .

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Define user personas, interaction capabilities, and experiences across voice, chat, SMS, and email channels .

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Lead requirements gathering, ideation workshops, and client design sessions .

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Contribute to enterprise customer engagement strategies , focusing on user behavior and experience design.

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Translate high-level business goals into actionable, well-structured experience designs for development and implementation teams.

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Deliver client-facing assets and documentation focused on conversational interaction and experience.

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Analyze interaction and behavioral data to identify automation opportunities and recommend data-driven improvements.

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Collaborate with solution architects, engineers, and QA testers to validate that final products meet design and user goals.

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Support clients in adopting Amazon Connect and automation solutions , ensuring successful user interactions and business outcomes.

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Participate in defining project success criteria and tracking delivery performance.

Required Qualifications
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3+ years of experience in design, business analysis , or similar consulting roles.

- Customer-facing consulting experience.

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Strong communication and visualization skills using Lucidchart, Visio, Draw.io , or similar tools.

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Ability to collaborate within cross-functional teams to build rich user experiences.

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Comfortable presenting design deliverables to business stakeholders.

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Experience analyzing user data to inform design decisions.

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Eagerness to learn new technologies (e.g., Amazon Lex, Connect, Bedrock, Salesforce Einstein, Agentforce, Google Dialogflow ).

Preferred Skills
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Experience building Voice User Interfaces (VUI) or advanced IVR systems .

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Experience designing text-based bot interactions (web, Messenger, etc.).

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Experience designing solutions for contact center or customer service environments.

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Knowledge of Amazon Lex, Google Dialogflow, Nuance IVR/VA , or similar tools.

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Experience with prompt design and generative AI platforms .

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Understanding of LLMs and how to apply them to real business challenges.

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Ability to tie design outcomes to business value through clear storytelling.

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Experience designing solutions integrated with CRM, Contact Center, or Case Management systems .

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Awareness of contact center trends and best practices , leveraging them to guide clients toward optimized solutions.

Benefits

What We Offer
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Fully remote position based in Colombia.

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Work with global teams delivering innovative AI and cloud projects.

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Flexible culture focused on results and collaboration , not strict schedules.

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Opportunities for professional growth in AI, automation, and customer experience design.

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Collaborative and inclusive environment where your input drives real impact.

Originally posted on Himalayas