Conversational AI Designer

TTEC Digital•Austin, TX

5d•Remote

About The Position

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. At TTEC Digital, we believe exceptional customer experiences begin with empowered employees. As a Google Cloud Contact Center AI (CCAI) launch partner, we deliver enterprise-grade, AI-powered solutions that transform service and support across voice and digital channels. TTEC Digital is seeking a Conversational AI Designer who is passionate about solving customer problems and creating experiences that are elegant and effective. This individual will define, design and refine frictionless end-to-end service and support experiences across voice and digital channels leveraging AI and Gen AI technology across Googleâs CCAI tech stack. The ideal candidate excels in a fastâpaced environment and thrives with a high level of autonomy. This role demands strong ownership of projects, exceptional clientâfacing communication skills, and the confidence to navigate ambiguity effectively. Candidates must be adept at managing multiple priorities simultaneously and proactive in seeking clarity and direction when needed.

Requirements

5+ years of experience in conversational design, ideally in fast-paced environments
Hands-on experience with one or more of Google Dialogflow, Amazon Lex, Tensorflow, IBM Watson, AWS AI APIs, or Microsoft Bot Framework
Familiarity with Gen AI design (prompt engineering, chaining, etc)
Strong grasp of NLP fundamentals and machine learning concepts
Excellent communication, time management, and leadership skills; flexible and adaptable team player; and resourceful in delivering high-quality work
Ability to work independently with minimal guidance
Demonstrated ability to multitask and work effectively on several projects simultaneously in a fast-paced environment
Strong interpersonal skills, with the ability to listen and build rapport with various clients and teams
Bachelor's Degree in HCI, technology, design program, or direct and applicable work experience

Nice To Haves

Masterâs degree or PhD in computer science, computational linguistics, human-computer interaction, user interface design, or other related technical or quantitative field from an accredited college or university
Experience managing and implementing conversational AI solutions and/or chatbots in a professional services environment.
Experience in design thinking workshops, extracting human-centered insights from key stakeholders, SMEs, and users, facilitating ideation, and aligning vision

Responsibilities

Design and develop conversational AI solutions using Google CCAI.
Interface with clients to develop user journeys/experiences, and influence decision-making as it relates to defining impactful experiences via AI.
Create sample dialogs, conversational flow diagrams, and prototypes to effectively communicate voice and digital interactions and design ideas leveraging AI.
Create and promote conversation design best practice standards, reusable design patterns, and processes.
Guide intent identification and the associated phrases, entities, contexts, and business rules that define distinct conversational experiences.
Apply concepts and practices related to NLP/NLU, sentiment analysis, Intent classification, dialog flows, text-to-speech, and speech-to-text to the conversational design process.
Understand how data from API calls, databases, and other underlying technologies fit into experience design and collaborate with developers on solutions.
Participate in playback sessions, QA reviews, and go-live support
Analyze data to identify trends and optimize conversational performance
Support ongoing monitoring and iterative improvements of deployed AI products
Leverage data sets to integrate information and identify trends that result in actionable insights for improvement to CCAI solutions and customer experience