Vacancy expired!
- 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
- 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
- 2+ years of relevant work experience in VUI or conversational design in or around contact centers and/or enterprise virtual assistants
- 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 Visa Sponsorship may be available.
- 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; GCP 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
Vacancy expired!