Position SummaryAI Conversation Design Senior ConsultantOur 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 doAs 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 teamOur 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.
QualificationsRequired - 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.
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BenefitsAt Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
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Professional developmentFrom entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see https://www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
Qualified applicants with criminal histories, including arrest or conviction records, will be considered for employment in accordance with the requirements of applicable state and local laws, including the Los Angeles County Fair Chance Ordinance for Employers, City of Los Angeles's Fair Chance Initiative for Hiring Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act. See notices of various fair chance hiring and ban-the-box laws where available.
Fair Chance Hiring and Ban-the-Box Notices | Deloitte US CareersRequisition code: 373837
Job ID 373837
