Senior Customer Experience Consultant - Conversational Design

TTEC Holdings, Inc.

Job Overview

Location

Toronto, Ontario

Job Type

Full-time

Full Job Description

📋 Description

• Design and script conversational flows for Intelligent Virtual Assistants (IVAs) to deliver natural, human-like interactions that align with client brand personas and customer expectations.
• Collaborate with Conversational AI Engineers to translate business requirements and customer journey maps into structured dialogues that guide users through complex tasks with clarity and empathy.
• Define and refine the personality, tone, and voice of IVAs to ensure consistency across all touchpoints and to create memorable, engaging AI experiences.
• Analyze customer interaction data and feedback to identify friction points, optimize dialogue paths, and improve resolution rates and customer satisfaction metrics.
• Develop and maintain dialogue libraries, fallback responses, and escalation protocols to handle edge cases, ambiguous inputs, and unexpected user behaviors.
• Partner with UX researchers and customer experience teams to incorporate insights from real-world customer interactions into conversational design improvements.
• Ensure all conversational content adheres to accessibility standards, inclusive language guidelines, and regional linguistic nuances for global client deployments.
• Conduct usability testing and A/B testing of dialogue variations to validate design decisions and measure impact on key performance indicators such as task completion rate and customer effort score.
• Document design rationale, dialogue logic, and decision trees for internal knowledge sharing and client handoffs.
• Stay current with emerging trends in conversational AI, natural language processing, and customer experience best practices to continuously elevate design quality.
• Support the onboarding of new clients by translating their brand guidelines, service protocols, and compliance requirements into tailored conversational interfaces.
• Work within agile development cycles to deliver iterative improvements to IVAs, responding to feedback from stakeholders and end-users in real time.
• Train and mentor junior conversational designers on best practices in dialogue structure, tone alignment, and persona development.
• Coordinate with content strategists and copywriters to ensure linguistic consistency across all customer-facing channels, including chat, voice, and messaging platforms.
• Maintain awareness of regulatory and ethical considerations in AI-driven customer interactions, ensuring designs comply with privacy, bias mitigation, and transparency standards.

🎯 Requirements

• Proven experience in conversational design, dialog scripting, or UX writing for AI-powered virtual assistants or chatbots
• Strong command of natural language patterns, linguistic nuance, and customer journey mapping
• Ability to translate business objectives into engaging, intuitive conversational flows
• Experience collaborating with AI engineers and data teams to refine dialogue systems based on performance metrics
• Portfolio or samples demonstrating successful IVA or chatbot design projects
• Familiarity with conversational design tools such as Dialogflow, Amazon Lex, or Microsoft Bot Framework

🏖️ Benefits

• 100% remote work arrangement
• Limited travel requirements
• Opportunity to shape AI-driven customer experiences for global clients
• Supportive culture focused on employee well-being and professional growth

Skills & Technologies

Senior

Remote

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TTEC Holdings, Inc.

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About TTEC Holdings, Inc.

TTEC Holdings, Inc. operates the TTEC Digital brand, providing global customer experience technology and services. It designs, implements and manages cloud and on-premise contact-center platforms, CRM applications, analytics and AI solutions. Clients use its advisory, systems integration, and managed services to modernize customer engagement, reduce operating costs and improve satisfaction. The company serves Fortune 1000 enterprises across healthcare, financial services, retail, telecommunications, government and other industries from offices in the Americas, Europe and Asia-Pacific.

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