Consultant, Conversational Design

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.

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.