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Conversational AI and VUI Designer - Deloitte
United States

Our firm is investing in new ways to deliver value to our clients, bringing IP to the market through the use of assets, solutions and products. The Assets & Hybrid Business Ventures / Hybrid Strategy & Incubation offering was established to surface, build, incubate, scale, and maintain new, world-class technology-based assets focused on improving the customer experience. Among our highest-priority asset is the Digital Contact Center - an integrated, multi-platform asset that accelerates contact center transformation – the move of legacy systems to cloud; the realization of seamless omnichannel experiences; and hyper personalization through integration of customer data and conversational artificial intelligence.

Work you’ll do
You will own and drive content and conversational design for a variety of conversational interfaces that are pre-built for industry-specific and agnostic assets, solutions and products. As a rigorous language-first UX designer with a creative flair for content and expertise in conversational AI technologies, you’ll:

• Gather requirements, design flows, and write final content for IVR, Virtual Assistants, Chatbots, and omnichannel conversational interfaces
• Own and contribute to product requirements, functional design, process design (including scenario design, flow mapping), prototyping, testing, model/intent training, defining support procedures.
• Work with project leadership, project managers, conversational AI architects, developers, UX designers, product managers, and fellow designers to strategize, design, and deliver enterprise conversational AI assets.
• Collaborate with teams across the organization to identify requirements and design voice and digital self-service assets for diverse use cases across industries and modalities
• Contribute to and/or lead design sprints, workshops, reviews, and related activities with business, technical, and creative leadership
• Contribute to and/or lead enterprise content strategy guides and design omnichannel and cross-channel solutions aligned with client organizational content principles (brand voice and tone, legal, compliance, etc.)
• Design and deliver POCs, demos, and prototypes in alignment with product leadership and sales executives across the firm.

• 4+ years of 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
• Fluent in design thinking and conversation design methodology
• Experience with requirements gathering, documentation, and tracking
• Experience designing and delivering conversational AI MVPs, pilots, and POCs
• Experience scripting video and creative materials for POCs, marketing demos, and interactive sales collateral
• Demonstrable experience designing and/or deploying:
VUI / IVR flows for enterprise contact centers
Voice and/or text-based conversational flows for virtual agents or virtual assistants
• Experience with flow design and prototyping tools (Figma, Sketch, Visio, Axure, InVision, etc.)
• Deep understanding of software development lifecycle and agile delivery methodologies
• Understanding of natural language technology, the tech stack behind modern conversational experiences, and how to design for current abilities and limitations
• Bachelor's Degree in linguistics, English/creative writing/literatures, human-computer interaction, interaction design, or a related content or design field
• Willingness to travel (up to 25%) periodically – as future will allow given current COVID19 restrictions

• 2+ years of experience with Contact Centers, IVR/VUI, and/or conversational AI projects
• Certification or expertise in at least one of the following platforms:
• Amazon Lex / Alexa; GCP Dialogflow ES, CX or CCAI; IBM Watson, IPSoft Amelia,, Nuance Nina, Salesforce Einstein
• Amazon Connect, Genesys, Twilio, NICE inContact, Five9, 8x8, Avaya
• Enterprise UX writing, content design, or content strategy experience
• Demonstrable experience in Healthcare, Technology, Media, Telecommunications, Consumer and/or Financial Services & Insurance
• Ability to work independently and manage small engagements or parts of 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 creative writing, linguistics, or a relevant content-, writing-or design-focused discipline

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At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

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Our diverse, equitable, and 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. Learn more about our inclusive culture.

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.

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