Deloitte Conversational AI and VUI Designer in Charlotte, North Carolina
Conversational AI and VUI Designer
Our firm is investing in new ways to deliver value to our clients, bringing IP to the market through the use of assets, solutions and products. The Assets & Hybrid Business Ventures / Hybrid Strategy & Incubation offering was established to surface, build, incubate, scale, and maintain new, world-class technology-based assets focused on improving the customer experience. Among our highest-priority asset is the Digital Contact Center - an integrated, multi-platform asset that accelerates contact center transformation - the move of legacy systems to cloud; the realization of seamless omnichannel experiences; and hyper personalization through integration of customer data and conversational artificial intelligence.
Work you'll do
You will own and drive content and conversational design for a variety of conversational interfaces that are pre-built for industry-specific and agnostic assets, solutions and products. As a rigorous language-first UX designer with a creative flair for content and expertise in conversational AI technologies, you'll:
Gather requirements, design flows, and write final content for IVR, Virtual Assistants, Chatbots, and omnichannel conversational interfaces
Own and contribute to product requirements, functional design, process design (including scenario design, flow mapping), prototyping, testing, model/intent training, defining support procedures.
Work with project leadership, project managers, conversational AI architects, developers, UX designers, product managers, and fellow designers to strategize, design, and deliver enterprise conversational AI assets.
Collaborate with teams across the organization to identify requirements and design voice and digital self-service assets for diverse use cases across industries and modalities
Contribute to and/or lead design sprints, workshops, reviews, and related activities with business, technical, and creative leadership
Contribute to and/or lead enterprise content strategy guides and design omnichannel and cross-channel solutions aligned with client organizational content principles (brand voice and tone, legal, compliance, etc.)
Design and deliver POCs, demos, and prototypes in alignment with product leadership and sales executives across the firm.
4+ 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
Experience scripting video and creative materials for POCs, marketing demos, and interactive sales collateral
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
Bachelor's Degree in linguistics, English/creative writing/literatures, human-computer interaction, interaction design, or a related content or design field
Willingness to travel (up to 25%) periodically - as future will allow given current COVID19 restrictions
2+ years of experience with Contact Centers, IVR/VUI, and/or conversational AI projects
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 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
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.