US E-Consulting Services-Customer-Sales & Service-AI Conversation Design, Senior Consultant, Functional Transformation, L-45

AI Conversation Design Senior Consultant Our Deloitte Sales & Service team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce Recruiting for this role ends on December 31, 2026. Work you'll do As an AI Conversation Design Senior Consultant, you will: Architect multi-turn, multi-agent LLM systems, including orchestration, tool-use patterns, handoffs, and agentic task flows. Design omnichannel conversational experiences across voice, chat, messaging, copilots, and in-app agents; define intent models, RAG strategies, personas, prompts, guardrails, and escalation protocols. Create conversation design specifications, flow diagrams, and annotated dialogue samples; rapidly prototype agentic experiences and deliver client-facing POCs and demos. Define evaluation frameworks and test suites for LLM-powered experiences; partner with AI engineers on red-teaming, feedback loops, and post-launch improvements. Lead client workshops and design sprints; translate AI capabilities into business-aligned experience narratives and collaborate with technical teams to deliver feasible solutions. Contribute to proposals, thought leadership, and the development of Deloitte’s conversational AI capabilities. A successful candidate would possess these skills: Ability to work independently and collaborate as part of a team Effective written and verbal communication skills Meticulous attention to detail and quality of work product Ability to build and sustain professional relationship Ability to lead projects or workstreams Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment Strong interpersonal skills and professional demeanor Ability to meet deadlines Ability to provide clear guidance to others The team Our Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets. Qualifications Required 6+ years of relevant experience in conversation design, UX, CX architecture, or digital experience transformation. 2+ years designing conversational experiences for enterprise AI products or contact center deployments. At least one production or pilot project involving an LLM-powered assistant, with hands-on responsibility for prompt or system-instruction design, conversation flows, or RAG-enabled experiences. Demonstrated experience designing at least two agentic patterns, such as tool use/function calling, agent orchestration, memory, multi-step task flows, or human handoffs. Hands-on experience with at least one enterprise conversational platform or LLM framework, such as Amazon Connect, Genesys, NICE, Salesforce, LangChain, AWS Bedrock, Azure AI, or Google Vertex AI. Experience creating conversational design artifacts using at least one tool such as Figma, Miro, Lucidchart, or Voiceflow. Experience applying responsible AI considerations—such as safety guardrails, fallback behavior, or escalation paths—to a deployed or pilot LLM experience. Bachelor's degree or equivalent number of years of experience. Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve. Limited immigration sponsorship may be available. Preferred Experience designing copilots, agent-assist, or employee productivity experiences. Experience with Salesforce Agentforce, Microsoft Copilot Studio, or ServiceNow Now Assist. Experience using contact center KPIs—such as CSAT, containment, average handle time, or first-contact resolution—to assess or improve conversational experiences. Experience with multimodal AI or designing for regulated-industry requirements. Consulting experience supporting client workshops, executive presentations, proposals, or agile delivery. Advanced degree in a relevant discipline. The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $130,000 to $200,000. You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance. #Customer_US #SS_US