Consultant, Conversational Design

Xnrsolutions; Colombia; Presencial; COP 90.000.000 - 130.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working culture

Opportunities for professional growth

Collaborative and inclusive environment

Professional growth opportunities

Collaborative environment

Descripción de la vacante

A leading technology consulting firm is seeking a Conversational Design Consultant to create innovative contact center experiences. This fully remote position in Colombia requires a minimum of 3 years in design or business analysis. The successful candidate will collaborate with global teams and have a strong understanding of conversational AI tools like Amazon Lex and Salesforce Einstein. Opportunities for professional development in AI and customer experience design are available.

Formación

• 3+ years of experience in design, business analysis, or similar consulting roles.
• Customer-facing consulting experience.
• Strong communication and visualization skills using design tools.
• Ability to collaborate within cross-functional teams to build rich user experiences.
• Comfort presenting design deliverables to business stakeholders.
• Experience analyzing user data to inform design decisions.
• Eagerness to learn new technologies (Amazon Lex, Connect, Bedrock, Salesforce Einstein, Agentforce, Google Dialogflow).

Responsabilidades

• Design conversational speech systems leveraging AI and NLU.
• Define user personas and interaction capabilities across channels.
• Analyze interaction and behavioral data to improve designs.
• Contribute to enterprise customer engagement strategies, focusing on user behavior and experience design.
• Translate high-level business goals into actionable, well-structured experience designs for development and implementation teams.
• Deliver client-facing assets and documentation focused on conversational interaction and experience.
• Analyze interaction and behavioral data to identify automation opportunities and recommend data-driven improvements.
• Collaborate with solution architects, engineers, and QA testers to validate final products meet design goals.
• Support clients in adopting Amazon Connect and automation solutions, ensuring successful user interactions and business outcomes.
• Participate in defining project success criteria and tracking delivery performance.

Conocimientos

Conversational Design

User Experience (UX)

Communication skills

Business analysis

Collaboration

Herramientas

Lucidchart

Visio

Draw.io

Amazon Lex

Salesforce Einstein

Salesforce Einstein

Descripción del empleo

As a Conversational Design Consultant, you will be responsible for designing engaging contact center experiences and delivering tangible business value to clients and end-users.

You will lead the design workstream within major customer experience transformation projects, across both voice and digital channels, working closely with architecture, AI, and engineering teams to ensure seamless delivery and customer satisfaction.

Requirements

Key Responsibilities

Design conversational speech systems leveraging Agentic AI and Natural Language Understanding (NLU) systems such as Amazon Lex, Connect, and Salesforce Einstein/Agentforce.

Define user personas, interaction capabilities, and experiences across voice, chat, SMS, and email channels.

Lead requirements gathering, ideation workshops, and client design sessions.

Contribute to enterprise customer engagement strategies, focusing on user behavior and experience design.

Translate high-level business goals into actionable, well-structured experience designs for development and implementation teams.

Deliver client-facing assets and documentation focused on conversational interaction and experience.

Analyze interaction and behavioral data to identify automation opportunities and recommend data-driven improvements.

Collaborate with solution architects, engineers, and QA testers to validate that final products meet design and user goals.

Support clients in adopting Amazon Connect and automation solutions, ensuring successful user interactions and business outcomes.

Participate in defining project success criteria and tracking delivery performance.

Required Qualifications

3+ years of experience in design, business analysis, or similar consulting roles.

Customer-facing consulting experience.

Strong communication and visualization skills using Lucidchart, Visio, Draw.io, or similar tools.

Ability to collaborate within cross-functional teams to build rich user experiences.

Comfortable presenting design deliverables to business stakeholders.

Experience analyzing user data to inform design decisions.

Eagerness to learn new technologies (e.g., Amazon Lex, Connect, Bedrock, Salesforce Einstein, Agentforce, Google Dialogflow).

Preferred Skills

Experience building Voice User Interfaces (VUI) or advanced IVR systems.

Experience designing text-based bot interactions (web, Messenger, etc.).

Experience designing solutions for contact center or customer service environments.

Knowledge of Amazon Lex, Google Dialogflow, Nuance IVR/VA, or similar tools.

Experience with prompt design and generative AI platforms.

Understanding of LLMs and how to apply them to real business challenges.

Ability to tie design outcomes to business value through clear storytelling.

Experience designing solutions integrated with CRM, Contact Center, or Case Management systems.

Awareness of contact center trends and best practices, leveraging them to guide clients toward optimized solutions.

What We Offer

Fully remote position based in Colombia.

Work with global teams delivering innovative AI and cloud projects.

Flexible culture focused on results and collaboration, not strict schedules.

Opportunities for professional growth in AI, automation, and customer experience design.

Collaborative and inclusive environment where your input drives real impact.