Conversational AI Senior Designer

Conversational AI Senior Designer– Americas Delivery Mexico (ADMX) Are you an experienced, passionate pioneer in technology? A Conversational AI Senior Designer who wants to work in a collaborative environment? As an experienced (Conversational AI Senior Designer) you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. Americas Delivery Mexico (ADMX) leverages scale and talent to provide high quality, cost-effective service to our clients. ADMX is a member of the Global Delivery Network which has presence across the world with Delivery centers in the United States, Romania, India, Spain, China, and the Philippines. ADMX is in Queretaro, Mexico. We provide consulting services to help our clients achieve a higher level of service in operational efficiency and business value. We are a team of professionals passionate about serving clients with distinction and learning, and we are driven by our purpose: Making an impact that matters for our clients, our people, and society. As a Senior Consultant, you will work with diverse global clients across a wide range of industries. You will have a variety of clients facing responsibilities such as diagnosing issues using advanced analytical techniques, interviewing staff, formulating and making recommendations, and helping clients implement proposed solutions. At Deloitte, you’ll gather requirements and design for a variety of conversational interfaces and creative business technology solutions for enterprise clients. As a rigorous language-first UX designer with a creative flair for content and expertise in conversational and generative AI technologies. Key Responsibilities: - Gather requirements, design flows, and write content for IVR, VUI/voice user interfaces, Virtual - Assistants, Chatbots, and omnichannel conversational interfaces leveraging NLU and LLMs to - understand users. - Drive and own persona definition, functional design, process design (including scenario design, flow mapping), prototyping, testing, model/intent training, and definition of support procedures - Work with engagement leadership, project managers, conversational and generative AI architects, developers, UX designers, product managers, and consultants to strategize, design, and deliver enterprise AI servicing solutions for voice and chat. - Collaborate with clients, partner professional services teams, and project leadership to identify business requirements and design voice and digital self-service solutions for diverse use cases across industries and modalities, including phone, chat, kiosks, drive-thru, and digital humans (avatars) - Design omnichannel and cross-channel solutions aligned with client organizational principles (brand voice and tone, legal, compliance, etc.) - Contribute to Deloitte’s vibrant design culture through design sprints, workshops, reviews, and related activities with business, technical, and creative leadership (client and internal) - Design and deliver POCs, demos, and prototypes in alignment with engagement and practice leadership and sales executives across the firm. The Team Join our AI & Engineering team in transforming technology platforms, driving innovation, and helping make a significant impact on our clients' success. You’ll work alongside talented professionals reimagining and re-engineering operations and processes that are critical to business. Your contributions can help clients improve financial performance, accelerate new digital ventures, and fuel growth through innovation. AI & Engineering leverages cutting-edge engineering capabilities to build, deploy, and operate integrated/verticalized sector solutions in software, data, AI, network, and hybrid cloud infrastructure. These solutions are powered by engineering for business advantage, transforming mission-critical operations. We enable clients to stay ahead with the latest advancements by transforming engineering teams and modernizing technology & data platforms. Our delivery models are tailored to meet each client's unique requirements. Qualifications Required - 6-10+ years of consulting and/or industry experience - Completion of coursework (Egresado) in any pertinent field or industry - Responsible for supporting and leading project workstreams and/or teams - Identifies key drivers, defines problems and proposes solutions - Advanced English level - Relevant work experience in VUI or conversational design in or around contact centers and/or enterprise virtual assistants - Experience collaborating with conversational AI and contact center developers, architects, and other relevant team members - Group facilitation skills, including leading requirements gathering sessions, design reviews, and workshops for a variety of stakeholders from business and technology groups - Fluent in design thinking and UX design methodology as it applies to conversational experiences and interfaces (voice/chat/multimodal) - Experience with requirements gathering, documentation, and tracking - Experience designing and delivering conversational and/or generative AI MVPs, pilots, and POCs - Demonstrable experience in designing and/or deploying: VUI / IVR flows for enterprise contact centers (using DTMF, guided speech, NLU, and/or LLMs) - Voice and/or text-based conversational flows for virtual agents or virtual assistants - Experience with flow design and prototyping tools (VoiceFlow, Figma, Sketch, Lucid Visio, etc.) - Deep understanding of software development lifecycle and agile delivery methodologies - Understanding of natural language technology, the tech stack behind modern conversational experiences – for both NLU and LLMs, and how to design for current abilities and limitations. Preferred - 1+ years of consulting experience on Contact Center, VUI/IVR, Chatbot/Virtual Assistant and/or - Conversational AI projects. - Certification or experience with at least one of the following platforms: Amazon Lex / Bedrock; GCP Dialogflow CX / Conversational Agents; IBM Watson/WatsonX, Nice Cognigy, Soundhound Amelia, Kore.ai Amazon Connect, Genesys Cloud CX, Twilio, NICE inContact, Five9, 8x8, Avaya and other cloud CCaaS - Enterprise UX writing, content design, or content strategy experience - Demonstrable experience in Financial Services & Insurance, Healthcare, Technology, Media, - Telecommunications, and/or Consumer - Ability to work independently and manage small engagements or large engagements - Strong oral and written communication skills; presentation skills (MS Office, PowerPoint, Visio, - etc.) - Strong problem solving and troubleshooting skills with mature judgement - Advanced degree in linguistics, human-computer interaction, or relevant content-, writing-or design-focused discipline (e.g., literature / creative writing + technical or design background) Our people and culture Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Professional development From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. Accommodations We are committed to providing equal opportunity and reasonable accommodation for people with disabilities. To request a reasonable accommodation, contact our Talent Relations team at USTalentCICInbox@deloitte.com As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.