Senior CX Design Consultant (f/m/d)*
YOUR MISSION:
As a Conversational Experience Design Consultant at Parloa, you will play a key role in transforming customer service with AI Agents. As part of the Professional Service Team, you will manage the end-to-end deployment of Parloa's solutions, enhancing customer experiences for clients and partners.
Using your expertise in Large Language Models (LLMs), Natural Language Understanding (NLU), and conversational design, you will craft effective AI workflows, ensuring quality, performance, and seamless operation. Additionally, you will guide clients and partners in maximizing the value of Parloa's AI solutions, driving innovation in customer service.
IN THIS ROLE YOU WILL:
- Guide customers and partner through the different phases of AI Agent implementations, providing strategic advice and scoping the implementation plan
- Drive the analysis of customer requirements and tailor precise prompts to guide AI agents in delivering behavior aligned with user needs reflecting the intended conversational and functional experience.
- Simplify complex workflows and company processes into digestible components, enabling the LLM to understand and handle challenging tasks effectively.
- Identify and solve blockers together with other departments from Parloa (e.g. Product and Solution Engineers or Sales) and the customer.
- Ensure seamless system integration (e.g. API calls) within the AI agent, optimizing interactions and data exchange with external systems.
- Document best practices, how-to’s and product capabilities for internal and external. Share and represent the knowledge and expertise of the CXD team with Parloans, Customers and Partners
- Apply SSML to fine-tuned TTS voice pronunciation, ensuring adherence to customer brand standards
- Collaborate with our developers and Solution Engineers to integrate customers’ systems to their AI Agents
WHAT YOU BRING TO THE TABLE:
- 3+ years of proven experience in conversation design and AI agent development, with a demonstrated ability to create engaging and intuitive conversational experiences, reflecting a deep understanding of user needs and behaviors
- Strong project and stakeholder management skills, with passion for meeting milestones and effective communication
- Ability to analyze customer requirements and craft LLM prompts that align with desired outcomes
- An understanding of data structures and how information is stored and transmitted across different systems
- You know your user: you are an expert in understanding your user's needs, who they are, and how they interact with a bot.
- Proficiency in applying advanced prompt engineering techniques
- Experience in planning and executing rigorous testing procedures to guarantee the accuracy and performance of AI Agents
- Exceptional attention to detail and logical thinking, with a proven ability to identify and address subtle nuances in conversational flows, ensuring a seamless and engaging user experience
WHAT'S IN IT FOR YOU?
- Be part of a highly-driven team with flat hierarchies and collaborative company culture that is on the mission to become the next global leader in in the CX industry
- Become part of one of the fastest growing B2B SaaS-AI companies disrupting the markets and globally shaping the future of customer interactions
- Close collaboration with US and Global Leadership
- Be part of a dynamic, driven team of +32 nationalities with flat hierarchies and collaborative company culture.
- Attractive compensation package with equity
- Training and development budget which can be used for conferences and attending development courses to ensure continuous professional growth.
- Class Pass membership
- Regular team events (onsite and at the HQ in Germany), game nights, and other social activities
- Is something missing here? Reach out and let's talk about what else you need for your ideal next growth opportunity.
Your recruiting process at Parloa:
Recruiter video call → Meet your manager → Challenge Task & Expert interview → Meet the team → Founder Interview
Why Parloa?
Parloa is one of the fastest growing startups in the world of Generative AI and customer service. Parloa’s voice-first GenAI platform for contact centers is built on the best AI technology to automate customer service with natural-sounding conversations for outstanding experiences on all communication channels. Leveraging natural language processing (NLP) and machine learning, Parloa creates intelligent phone and chat solutions for businesses that turn contact centers into value centers by boosting customer service efficiency. The Parloa platform resolves the majority of customer queries quickly and automatically, allowing human agents to focus on complex issues and relationships. Parloa was founded in 2018 by Malte Kosub and Stefan Ostwald and today employs over 250 people in Berlin, Munich, and New York.
When you join Parloa, you become part of a dynamic and innovative team made up of over 34 nationalities that’s revolutionizing an entire industry. We’re passionate about growing together and creating opportunities for personal and professional development. With our recent $66 million Series B investment, we’re expanding globally and looking for talented individuals to join us on this exciting journey.
Do you have questions about Parloa, the role, or our team before you apply? Please feel free to get in touch with our Hiring Team.
Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information.
* We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.