Conversational AI Designer

Job Description

Job Description

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

What you'll bring :

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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 :

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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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.