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 excels in a fast‑paced environment and thrives with a high level of autonomy. This role demands strong ownership of projects, exceptional client‑facing 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.
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
What you'll 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, 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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Please note: We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, DC, Wisconsin and Wyoming.
This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.
Benefits available to eligible employees include the following:
- Medical, dental, vision
- tax-advantaged health care accounts
- financial and income protection benefits
- paid time off (PTO) and wellness time off.
This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.
About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
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