Conversational AI Designer

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 Google’s CCAI tech stack.

The ideal candidate thrives in fast-paced environments and enjoys autonomy. This role requires independent ownership of projects, strong client-facing skills, and the ability to navigate ambiguity with confidence. Candidates should be comfortable managing multiple priorities and proactively seeking clarity when needed.

This is a 100% remote opportunity!

What you'll be doing:

• 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

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Skills and experience you will bring:

• 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

Desired skills, not required

• Master’s 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

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