Consultant, Conversational Design

Why NeuraFlash, Part of Accenture: At NeuraFlash, Part of Accenture, we are redefining the future of business through the power of AI and groundbreaking technologies like Agentforce. As a trusted leader in AI, Amazon, and Salesforce innovation, we craft intelligent solutions—integrating Salesforce Einstein, Service Cloud Voice, Amazon Connect, Agentforce and more—to revolutionize workflows, elevate customer experiences, and deliver tangible results. From conversational AI to predictive analytics, we empower organizations to stay ahead in an ever-evolving digital landscape with cutting-edge, tailored strategies. We are proud to be creating the future of generative AI and AI agents. Salesforce has launched Agentforce, and NeuraFlash, Part of Accenture, was selected as the only partner for the private beta prior to launch. Post-launch, we’ve earned the distinction of being Salesforce’s #1 partner for Agentforce, reinforcing our role as pioneers in this transformative space. Be part of the NeuraFlash, Part of Accenture journey and help shape the next wave of AI-powered transformation. Here, you’ll collaborate with trailblazing experts who are passionate about pushing boundaries and leveraging technologies like Agentforce to create impactful customer outcomes. Whether you're developing advanced AI-powered bots, streamlining business operations, or building solutions using the latest generative AI technologies, your work will drive innovation at scale. If you’re ready to make your mark in the AI space, NeuraFlash, Part of Accenture is the place for you. 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 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.