Professional Services Consultant ll
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About this role
Join Vonage and help us innovate cloud communications for businesses worldwide!
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
There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.
To learn how we process your personal data during the recruitment process, please refer to our Privacy Notice.
Who we are:
Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.
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