• Serve as a trusted advisor to clients, providing expert guidance on customer experience automation strategy and best practices in conversational design, contact center operations, and CX technology. • Cultivate strong relationships with clients and partners, delivering timely and accurate deliverables that inspire confidence and trust. • Responsible for project success, ensuring timelines and objectives are met with precision and efficiency. • Author customer journey storyboards, process flows, and interaction scripts that clearly illustrate the end customer experience for both business and technical stakeholders. • Author and deliver professional, effective presentations to client stakeholders. • Follow best practices for developing engaging bot personas that engage users and properly represent the brand. • Ensure the IVA interaction design and end experience reflect the intended persona. • Help ‘train’ the IVA both before and after launch to deliver meaningful and accurate responses, taking into account all segments of the target user population. • Collaborate with AI technical, consulting, and knowledge teams to develop a solution that exceeds client expectations. • Analyze multifaceted performance data (both qualitative and quantitative), present findings to stakeholders and develop recommendations to improve performance. • Maintain awareness of clients’ business goals and constraints, ensuring our recommendations are framed in terms that will resonate with decision-makers. • Participate in the design and continuous improvement of standard methods and artifacts for the Conversational Design team. • Support revenue growth by developing recommendations for follow-on services on projects already landed and in delivery, leveraging client management and interpersonal skills. • Contribute to internal and external thought leadership content development.