AI Conversation Design Senior Consultant

Deloitte • Tampa, FL

168d • $130,000 - $200,000

About The Position

Deloitte’s Sales & Service team helps organizations build stronger customer relationships through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. The team combines business strategy, technology, creativity, and managed services to address challenges affecting customers, partners, constituents, and the workforce.

The AI Conversation Design Senior Consultant architects and designs AI-powered conversational experiences, including multi-turn, multi-agent LLM systems and omnichannel experiences across voice, chat, messaging, copilots, and in-app agents. The role creates design specifications and prototypes, establishes evaluation and testing approaches, and works with AI engineers and clients to develop feasible, business-aligned solutions. The consultant also contributes to proposals, thought leadership, and Deloitte’s conversational AI capabilities.

The position is available in multiple listed U.S. locations. Recruiting for this role ends December 31, 2026. Travel may be required up to 50% on average, depending on the work, clients, and industries served. Limited immigration sponsorship may be available. The disclosed estimated wage range is $130,000 to $200,000, and the employee may also be eligible for a discretionary annual incentive program.

Requirements

• At least 6 years of relevant experience in conversation design, UX, CX architecture, or digital experience transformation.
• At least 2 years designing conversational experiences for enterprise AI products or contact center deployments.
• At least one production or pilot project involving an LLM-powered assistant, with hands-on responsibility for prompt or system-instruction design, conversation flows, or RAG-enabled experiences.
• Demonstrated experience designing at least two agentic patterns, such as tool use/function calling, agent orchestration, memory, multi-step task flows, or human handoffs.
• Hands-on experience with at least one enterprise conversational platform or LLM framework, such as Amazon Connect, Genesys, NICE, Salesforce, LangChain, AWS Bedrock, Azure AI, or Google Vertex AI.
• Experience creating conversational design artifacts using at least one tool such as Figma, Miro, Lucidchart, or Voiceflow.
• Experience applying responsible AI considerations—such as safety guardrails, fallback behavior, or escalation paths—to a deployed or pilot LLM experience.
• Bachelor’s degree or equivalent number of years of experience.
• Ability to travel up to 50% on average, based on the work and the clients and industries or sectors served.
• Ability to work independently and collaboratively as part of a team.
• Effective written and verbal communication skills, strong interpersonal skills, and a professional demeanor.
• Meticulous attention to detail and quality of work product.
• Ability to build and sustain professional relationships.
• Ability to lead projects or workstreams and provide clear guidance to others.
• Ability to manage and prioritize multiple tasks in a fast-paced, dynamic environment and meet deadlines.

Nice To Haves

• Experience designing copilots, agent-assist, or employee productivity experiences.
• Experience with Salesforce Agentforce, Microsoft Copilot Studio, or ServiceNow Now Assist.
• Experience using contact center KPIs—such as CSAT, containment, average handle time, or first-contact resolution—to assess or improve conversational experiences.
• Experience with multimodal AI or designing for regulated-industry requirements.
• Consulting experience supporting client workshops, executive presentations, proposals, or agile delivery.
• Advanced degree in a relevant discipline.

Responsibilities

• Architect multi-turn, multi-agent LLM systems, including orchestration, tool-use patterns, handoffs, and agentic task flows.
• Design omnichannel conversational experiences across voice, chat, messaging, copilots, and in-app agents; define intent models, RAG strategies, personas, prompts, guardrails, and escalation protocols.
• Create conversation design specifications, flow diagrams, and annotated dialogue samples; rapidly prototype agentic experiences and deliver client-facing proofs of concept and demos.
• Define evaluation frameworks and test suites for LLM-powered experiences; partner with AI engineers on red-teaming, feedback loops, and post-launch improvements.
• Lead client workshops and design sprints; translate AI capabilities into business-aligned experience narratives and collaborate with technical teams to deliver feasible solutions.
• Contribute to proposals, thought leadership, and the development of Deloitte’s conversational AI capabilities.
• Lead projects or workstreams, provide clear guidance to others, and manage and prioritize multiple tasks in a fast-paced environment.

Benefits

• Broad range of employee benefits; specific benefits are not detailed in the posting.
• Opportunities for professional development, including on-the-job learning, formal development programs, leadership opportunities, mentorship, and skill building.
• May be eligible to participate in a discretionary annual incentive program, subject to the program rules and applicable factors.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior