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 autom