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Sr Professional Services Consultant

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Genesys

18d ago

  • Job
    Full-time
    Junior Level
  • IT & Cybersecurity
    Design
  • Madrid
  • Quick Apply

AI generated summary

  • You need 2+ years in conversational or UX design, a relevant degree, strong demo skills, bilingual in English and Spanish, and good interpersonal, writing, and presentation abilities.
  • You will engage with clients to understand use cases, analyze interactions, create design documents and prototypes, implement conversational experiences, and advise on best practices post-implementation.

Requirements

  • 2+ years of relevant design experience in conversational design or in user experience.
  • Bachelor’s Degree in any field (Design, UX or Writing preferred).
  • Comfortable creating demos, prototypes, and live products showing the capabilities of conversational design.
  • Comfortable communicating requirements and solutions to internal and external audiences.
  • The role requires good interpersonal communication and presentation skills as well as writing skills. The candidate must be keen to work in a diverse and multicultural environment.
  • Good verbal, and writing skills and the ability to effectively interact with clients in the English and Spanish language. Any additional European language (desirable)
  • Knowledge of Conversation Design and/or UX methodology.
  • Flexible hours (ME time zone) and work from home, although not often, project-related travel may be required.

Responsibilities

  • Engage with clients to understand their business use cases, their customer personas, and intents for the bot solution.
  • Lead requirements and design walkthroughs with customers.
  • Analyse transcripts of user interactions and document their personas and language to create intents, utterances, slots, and slot values.
  • Create bot design documents, including bot personas, sample dialogs, conversation flow diagrams, error handling patterns, etc.
  • Create prototypes, wireframes, and templates that clearly convey the conversation design to customers and development teams.
  • Implement effective, innovative, and delightful conversational experiences.
  • This role is to focus on Conversation Design activities, but it is expected small bot developments as well.
  • Post-implementation, analyze dialogues and user interaction with live chatbots/voicebots, make recommendations for improving user experience, and implement these recommendations.
  • Advise customers on best practices in the field of conversational design.
  • Write design documentation and presentations.
  • Share knowledge with customers and colleagues.

FAQs

What is the location for the Sr Professional Services Consultant position?

The position is based in Madrid with flexible working options.

What type of employment is being offered for this position?

This is a full-time position.

What are the main responsibilities of a Senior Professional Services Consultant at Genesys?

Major responsibilities include designing engaging conversational experiences, conducting UX research, developing bot applications, analyzing user interactions, and advising clients on best practices in conversational design.

What qualifications are required for this role?

Candidates should have 2+ years of relevant design experience in conversational design or user experience, a Bachelor's Degree (preferably in Design, UX, or Writing), and good communication skills in English and Spanish.

Is previous experience with specific bot technologies a requirement for this position?

While not mandatory, knowledge of other bot technologies such as Google Dialogflow, Amazon Lex, and Nuance Mix is considered a plus.

What skills are important for this role?

Important skills include empathy, creativity, superb communication abilities, strong collaboration skills, and the ability to work comfortably in ambiguous situations.

Will there be any travel requirements for this position?

There may be project-related travel occasionally, but the role primarily allows for flexible working conditions.

What languages are required for this position?

Proficiency in English and Spanish is required, and knowledge of additional European languages is desirable.

How does Genesys support diversity and inclusion in the workplace?

Genesys is an equal opportunity employer committed to equity in the workplace and evaluates qualified applicants without regard to various protected characteristics.

What should candidates do if they require reasonable accommodations during the application process?

Candidates requiring reasonable accommodations can reach out to HR@genesys.com, providing their name, country of residence, job ID or title they are applying for, and specific accommodations needed.

Orchestrating billions of remarkable experiences in more than 100 countries – through cloud, digital and AI technology.

Technology
Industry
5001-10,000
Employees
1990
Founded Year

Mission & Purpose

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.