Conversational Design Consultant (AI)

TL;DR

Conversational Design Consultant (AI): Designing compelling contact center experiences and delivering impactful business value to clients, with an accent on conversational speech systems, Agentic AI, and Natural Language Understanding. Focus on crafting user experience and persona of automated interactions across voice, chat, SMS, and email channels, and making data-driven experience improvement recommendations.

Location: Remote - United States

Company

hirify.global, is a leader in AI, Amazon, and Salesforce innovation, crafting intelligent solutions to revolutionize workflows and elevate customer experiences, with a focus on generative AI and AI agents like Agentforce.

What you will do

• Design conversational speech systems leveraging Agentic AI and Natural Language Understanding for customer service automation.
• Craft the capabilities, user experience, and persona of automated interactions across voice, chat, SMS, and email channels.
• Lead requirement gathering, ideation workshops, and client design sessions.
• Incorporate high-level business goals into actionable, clear, and well-structured experience designs.
• Analyze interaction data to identify opportunities for automation and make data-driven improvement recommendations.
• Work with solution architects, engineers, and QA testers to validate that the final product achieves design objectives.

Requirements

• 3+ years of experience in design or business analysis.
• Customer-facing consulting experience.
• Experience communicating business and/or technology processes using tools like Lucidchart, Visio, Gliffy, Draw.io, or similar.
• Ability to collaborate within a cross-functional team to create rich end-user experiences.
• Comfortable presenting design deliverables to business stakeholders.
• Experience analyzing data to identify user behaviors and make design decisions.
• Willing and able learner of new technologies (e.g., Amazon Lex, Connect, and Bedrock, Salesforce Einstein and Agentforce, Google Dialogflow).

Nice to have

• Experience building voice user interfaces (VUI) or advanced integrated voice response (IVR) systems.
• Experience designing conversational flows for text-based bots.
• Experience designing solutions to support the contact center or customer service.
• Knowledge of Amazon Lex, Google DialogFlow, Nuance IVR/VA, or similar conversational experience solutions.
• Experience with prompt writing and generative AI powered platforms.
• Familiarity with the capabilities of generative AI (LLM) systems and how to use them to solve business process challenges.

Culture & Benefits

• Flexible work environment with both remote and in-person options.
• Anticipated travel commitment of up to 25% for certain roles.
• Culture of trust and understanding, valuing good work over hours.
• Open collaboration with executive team engagement through town halls and company meetings.
• Emphasis on celebrating successes and having fun together.