Job Details

Conversational AI Designer, Senior Consultant - Applied

Advertiser
Deloitte
Location
Costa Mesa, California, United States
Rate
-
Work you'll do

At Deloitte, you'll gather requirements and design for a variety of conversational interfaces and creative business technology solutions for enterprise clients. As a rigorous language-first UX designer with a creative flair for content and expertise in conversational AI technologies, you'll:
  • Gather requirements, design flows, and write content for IVR, VUI/voice user interfaces, Virtual Assistants, Chatbots, and omnichannel conversational interfaces
  • Drive and own persona definition, functional design, process design (including scenario design, flow mapping), prototyping, testing, model/intent training, and definition of support procedures
  • Work with engagement leadership, project managers, conversational AI architects, developers, UX designers, product managers, and fellow consultants to strategize, design, and deliver enterprise conversational AI solutions
  • Collaborate with clients, partner professional services teams, and project leadership to identify business requirements and design voice and digital self-service solutions for diverse use cases across industries and modalities
  • Contribute to enterprise content strategy guides and design omnichannel and cross-channel solutions aligned with client organizational principles (brand voice and tone, legal, compliance, etc.)
  • Contribute to Deloitte's vibrant design culture through design sprints, workshops, reviews, and related activities with business, technical, and creative leadership (client and internal)
  • Design and deliver POCs, demos, prototypes, and sales collateral in alignment with engagement and practice leadership and sales executives across the firm

The team

Analytics & Cognitive

In this age of disruption, organizations need to navigate the future with confidence, embracing decision making with clear, data-driven choices that deliver enterprise value in a dynamic business environment.

The Analytics & Cognitive team leverages the power of data, analytics, robotics, science and cognitive technologies to uncover hidden relationships from vast troves of data, generate insights, and inform decision-making. Together with the Strategy practice, our Strategy & Analytics portfolio helps clients transform their business by architecting organizational intelligence programs and differentiated strategies to win in their chosen markets.

Analytics & Cognitive will work with our clients to:
  • Implement large-scale data ecosystems including data management, governance and the integration of structured and unstructured data to generate insights leveraging cloud-based platforms
  • Leverage automation, cognitive and science-based techniques to manage data, predict scenarios and prescribe actions
  • Drive operational efficiency by maintaining their data ecosystems, sourcing analytics expertise and providing As-a-Service offerings for continuous insights and improvements

Qualifications

Required:
  • 3+ years of relevant work experience in VUI or conversational design in or around contact centers and/or enterprise virtual assistants
  • 2+ years' experience leading workstreams or small teams
  • Experience collaborating with conversational AI and contact center developers, architects, and other relevant team members
  • Group facilitation skills
  • Fluent in design thinking and conversation design methodology
  • Experience with requirements gathering, documentation, and tracking
  • Experience designing and delivering conversational AI MVPs, pilots, and POCs
  • Demonstrable experience designing and/or deploying:
    • VUI / IVR flows for enterprise contact centers
    • Voice and/or text-based conversational flows for virtual agents or virtual assistants
  • Experience with flow design and prototyping tools (Figma, Sketch, Visio, Axure, InVision, etc)
  • Deep understanding of software development lifecycle and agile delivery methodologies
  • Understanding of natural language technology, the tech stack behind modern conversational experiences, and how to design for current abilities and limitations
  • Experience scripting video and creative materials for POCs, marketing demos, and interactive sales collateral
  • Bachelor's degree in linguistics, English/creative writing/literatures, human-computer interaction, interaction design, or a related content or design field
  • Ability to travel up to 50% (While 50% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice.)
  • Limited immigration sponsorship may be available.

Preferred:
  • 2+ years of consulting experience on Contact Center, VUI/IVR, and/or conversational AI projects
  • Expertise in 1+ domains preferred (e.g., Customer & Marketing, Finance, M&A, Operations, Pricing, Risk, Supply Chain, Workforce, etc.)
  • Certification or expertise in at least one of the following platforms:
    • Amazon Lex / Alexa; Google Cloud Platform Dialogflow ES, CX or CCAI; IBM Watson, IPSoft Amelia, Kore.ai, Nuance Nina, Salesforce Einstein
    • Amazon Connect, Genesys, Twilio, NICE inContact, Five9, 8x8, Avaya
  • Enterprise UX writing, content design, or content strategy experience
  • Demonstrable experience in Healthcare, Technology, Media, Telecommunications, Consumer (especially transportation) and/or Financial Services & Insurance
  • Ability to work independently and manage small engagements or parts of large engagements
  • Strong oral and written communication skills; presentation skills (MS Office, PowerPoint, Visio, etc.)
  • Strong problem solving and troubleshooting skills with mature judgement
  • Advanced degree in creative writing, linguistics, or a relevant content-, writing-or design-focused discipline


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