Consultant, Conversational Design

NeuraFlash, Part of Accenture; United States; Hybrid; USD 87,400 - 266,300; Full time

Benefits offered by this job

Flexible work culture

Opportunity for travel

Celebration of achievements

Job summary

NeuraFlash, Part of Accenture, is seeking a Conversational Design Consultant to design impactful contact center experiences. You will lead design efforts across voice and digital channels, collaborating with architecture, AI, and engineering teams.

This role requires strong customer-facing consulting experience and skills in design tools. You’ll be instrumental in driving successful client interactions and ensuring effective solutions.

Qualifications

• 3+ years of experience design, or business analysis work experience.
• Customer‑facing consulting experience.
• Experience communicating business and/or technology processes using tools like Lucidchart, Visio, Gliffy, Draw.io, or similar.
• Ability to collaborate within a cross‑functional team.
• Comfortable presenting design deliverables to business stakeholders.
• Experience analysing data to identify user behaviors and make design decisions.
• Willing and able learner of new technologies.

Responsibilities

• Design conversational speech systems for customer service automation.
• Lead requirement gathering and client design sessions.
• Create client‑facing deliverables focused on conversational interaction.
• Analyse interaction data to identify automation opportunities.
• Help drive project success criteria and reporting.

Skills

Conversational Design

Customer-facing Consulting

Data Analysis

Collaboration

Presentation Skills

Education

3+ years of experience in design or business analysis

Tools

Lucidchart

Visio

Job description

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

You’ll lead the design workstream within major customer experience transformations, across both the voice and digital channels.

As a core participant in our cross‑functional project teams, you’ll be leading the client engagement on design, and working in partnership with our talented architecture, AI and engineering teams to delight our customers.

You will have the opportunity to:

• Design conversational speech systems, leveraging Agentic AI and Natural Language Understanding systems from AWS and Salesforce, for customer service automation
• Craft the capabilities, user experience, and persona of automated interactions being delivered across voice, chat, SMS, and email channels
• Lead requirement gathering, ideation workshops and client design sessions
• Contribute to enterprise customer engagement strategies, from a design and customer behavior perspective
• Incorporate high‑level business goals into actionable, clear, and well‑structured experience designs, that can be used by development or implementation teams to create solutions
• Create client‑facing deliverables with a specialized focus on conversational interaction and experience
• Analyse interaction data to identify opportunities for automation where our customers will see the most value, and make data‑driven experience improvement recommendations
• Work with solution architects, engineers, and QA testers throughout the project lifecycle to validate that the final product achieves the design objectives
• Support customers in the adoption of Amazon Connect automation solutions, ensuring successful interactions for end‑users, and positive outcomes for NeuraFlash clients
• Help drive project success criteria and reporting

Required Qualifications:

• 3+ years of experience design, or business analysis work experience
• Customer‑facing consulting experience
• Experience communicating business and/or technology processes using tools like Lucidchart, Visio, Gliffy, Draw.io, or similar
  • Adaptable to use different design tools as required
• Ability to collaborate within a cross‑functional team to create rich end user experiences
• Comfortable presenting design deliverables to business stakeholders
• Experience analysing data to identify user behaviors and make design decisions
• Willing and able learner of new technologies (e.g. Amazon Lex, Connect, and Bedrock, Salesforce Einstein and Agentforce, Google Dialogflow)

Preferred Skills:

• Experience building voice user interfaces (VUI) or advanced integrated voice response (IVR) systems
• Experience designing conversational flows for text based bots (e.g., web, Facebook Messenger, etc.)
• Experience designing solutions to support the contact centre or customer service, or a related environment
• Knowledge of Amazon Lex, Google DialogFlow, Nuance IVR/VA, or similar conversational experience solutions
• Experience with prompt writing and generative AI powered platforms
• Familiarity with the capabilities of generative AI (LLM) systems and how to use them to solve business process challenges
• Ability to tie outcomes to business value (return on investment) through storytelling
• Experience designing solutions which integrate with CRM, Contact Center, or Case Management solutions
• Awareness of contact center industry trends, operating models, and priorities. An ability to leverage this awareness to guide customers towards industry best practices

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

California Annual Salary Range

$94,400 to $266,300 USD

Cleveland Annual Salary Range

$87,400 to $213,000 USD

Colorado Annual Salary Range

$94,400 to $230,000 USD

District of Columbia Annual Salary Range

$100,500 to $245,000 USD

Illinois Annual Salary Range

$87,400 to $230,000 USD

Maryland Annual Salary Range

$94,400 to $230,000 USD

Massachusetts Annual Salary Range

$94,400 to $245,000 USD

Minnesota Annual Salary Range

$94,400 to $230,000 USD

New York / New Jersey Annual Salary Range

$87,400 to $266,300 USD

Washington Annual Salary Range

$100,500 to $245,000 USD

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

For details, view a copy of the Accenture Equal Opportunity Statement.

Accenture is an EEO and affirmative action employer of veterans/individuals with disabilities.

Accenture is committed to providing veteran employment opportunities to our service men and women.

What’s it like to be a part of NeuraFlash, Part of Accenture?

• Remote & In‑Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our NeuraFlash, Part of Accenture Family who work remotely, we’re focused on keeping everyone connected and unified as one team.
• Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and don't mind a little jet‑setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients.
• Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in‑laws from the airport? We know that a perfect 9-5 isn’t possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done.
• Collaboration: You have a voice here! If you work with a team of smart people like we do, it’s a no‑brainer to take suggestions and feedback on how to keep NeuraFlash, Part of Accenture thriving. Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small.
• Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don’t forget to slow down and celebrate the big things and the small things together.