Professional Services Consultant ll

Professional Services Consultant - Conversational Design

Title: Professional Services Consultant
Location: US - Remote
Department: Vonage AI – Conversation Design Team

About Vonage AI

At Vonage AI, we help businesses worldwide connect with their customers more effectively - without compromising on service quality. Our team designs and delivers intelligent Virtual Agents (text and voice) across multiple channels and industries, creating seamless, personalized, and engaging customer experiences.

We’re looking for a Professional Services Consultant - a highly skilled, creative, and people-oriented professional - to join our global Conversation Design team. This role is for someone who combines strong hands-on design expertise with strategic thinking and leadership within projects and the team.

Why this role matters:

As a Professional Services Consultant, you’ll be responsible for designing the user experience of Virtual Agents and leading end-to-end client engagements. In addition to hands-on delivery, you’ll play a key role in improving team processes, raising design quality, and helping the team scale.

You’ll work closely with clients and partners to understand conversational AI capabilities, identify high-value use cases, design and deploy Virtual Agents in Vonage AI Studio, and support projects throughout their lifecycle. As a Senior, you’ll also take ownership of more complex projects, mentor peers, and drive initiatives that improve how we work in both the managed services and professional services spaces.

This role blends advanced conversation design, strategic thinking, and technical problem-solving, with direct impact on millions of customer interactions every day.

Your key responsibilities:

• Design and build complex, high-impact Virtual Agents using Vonage AI’s no-code Studio
• Lead the solution design for challenging customer use cases across voice and text channels
• Collaborate closely with product, solutions, and customer applications teams to shape intelligent, scalable conversations
• Own the quality and consistency of conversation scripts, ensuring alignment with customer brand voice and business goals
• Lead copywriting efforts for new dialogue flows, adapt existing content (FAQs, SOPs), and oversee content quality standards
• Create and review prototypes, mockups, and conversation flow diagrams to guide internal and client stakeholders
• Partner with engineering and technical teams to define conversation scope, anticipate user behavior, and resolve complex design challenges
• Drive process improvements that increase team efficiency, quality, and predictability of delivery
• Provide feedback, guidance, and mentorship to other Conversation Designers
• Manage multiple complex projects and senior stakeholders while maintaining a strategic, big-picture view
  
  

What you'll bring:

• 3+ years of experience in Conversation Design or a closely related field
• Native-level English proficiency (spoken and written)
• Exceptional writing, editing, and verbal communication skills
• Strong interpersonal skills and ability to lead and influence in a global, remote team
• Proven ability to learn and adapt to new systems quickly
• Strong analytical and problem-solving skills for complex workflows and systems
• Ability to thrive in a fast-paced environment and consistently meet deadlines
• Experience delivering and publishing multiple Virtual Agents (strong advantage)
• Solid understanding of human–machine interaction principles (advantage)
• Prior experience designing AI-driven conversational systems (big advantage)

How you’ll benefit:

• Company Bonus or Commission Structure (depending on the role)
• Medical, Dental, and Vision Coverage Options
• 401(k) Savings Plan
• Company-Paid Basic Life and AD&D Insurance
• Short-Term Disability (STD)
• Long-Term Disability (LTD)
• Maternity/Parental Leave
• Flexible Spending Accounts (FSA)
• Health Savings Account (HSA)
• Employee Support Program (EAP)
• Voluntary Supplemental Insurance
• Lifestyle Benefits
• Volunteer Time Off (VTO)
• Tuition Reimbursement - available for select positions; full details will be shared during the interview process