Professional Services Consultant ll

Role overview

A senior conversational design role is open within a cloud communications organization, focused on crafting intelligent Virtual Agents that power customer experiences across voice and text channels. The position blends hands-on design work with strategic ownership of complex projects, process improvement, and peer mentorship on a globally distributed team. It is a remote opportunity for someone who can pair creative writing chops with technical problem-solving to shape how millions of customer interactions unfold.

Responsibilities

- Design and build complex, high-impact Virtual Agents using a no-code conversation design platform - Lead solution design for challenging customer use cases spanning voice and text channels - Drive copywriting for new dialogue flows and adapt existing content such as FAQs and standard operating procedures while upholding content quality standards - Create prototypes, mockups, and conversation flow diagrams that align internal and client stakeholders - Partner with engineering and product teams to scope conversations, anticipate user behavior, and resolve complex design challenges - Manage multiple complex projects and senior stakeholders while maintaining a strategic, big-picture view

Requirements

- Three or more years of experience in conversation design or a closely related field - Native-level English proficiency in spoken and written communication - Exceptional writing, editing, and verbal communication skills - Strong interpersonal skills with the ability to lead and influence across a global, remote team - Proven ability to learn new systems quickly and apply analytical thinking to complex workflows - Comfort thriving in a fast-paced environment and consistently meeting deadlines

Nice to have

- Experience delivering and publishing multiple Virtual Agents - Solid understanding of human-machine interaction design principles - Prior experience designing AI-driven conversational systems

Benefits and work setup

- Remote position based in the United States - Annual compensation range of $95,914 to $125,000 USD - Medical, dental, and vision coverage options - 401(k) savings plan, plus short-term and long-term disability coverage - Company-paid basic life and AD&D insurance - Maternity and parental leave, FSA and HSA options, and an employee assistance program - Voluntary supplemental insurance, lifestyle benefits, and volunteer time off - Tuition reimbursement available for select positions