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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
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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