Conversational AI Consultant
| Posting date: | 12 May 2026 |
|---|---|
| Salary: | £55,000.00 per year |
| Hours: | Full time |
| Closing date: | 30 May 2026 |
| Location: | Bristol, South West England |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | Route 101 Limited |
| Job type: | Contract |
| Job reference: | JO-0012006 |
Summary
The Role
We are seeking a Technical Consultant focusing on AI Agents, Digital, and Voice. You will play a pivotal role in driving transformation projects within contact centres. You will leverage your expertise in omni-channel conversational AI platforms to design, develop, and implement solutions that enhance customer experience and operational efficiency.
This role reports to the Head of CX Shared Services and does not include direct line management responsibilities. The ideal candidate will be a technical contributor who can support initiatives, collaborate with team members, and contribute to the overall success and security of our projects and client relationships.
Key Responsibilities
Omni-Channel Conversational AI Expertise: Utilise your experience with platforms such as Omilia OCP, Ultimate AI, or equivalent to deliver robust AI solutions.
Conversational Design: Focus on human-centricity by creating sample dialogues, designing flowcharts, conducting user testing, and managing handovers. Ensure that the conversational flow is intuitive and provides a positive user experience.
Conversational AI Development: Develop and optimise conversational AI systems, ensuring they meet business requirements and user expectations.
ROI Mapping and Data Analysis: Analyse data from AI platforms to map ROI and deliver actionable insights that drive business value.
Contact Centre Transformation: Apply your understanding of contact centres to consult on and implement transformation projects, enhancing overall performance and customer satisfaction.
Proactive AI Agents: Develop and implement AI agents that can anticipate customer needs and provide proactive solutions.
Emotional Intelligence in AI: Integrate emotional intelligence into AI agents to improve customer interactions and satisfaction.
Multimodal Capabilities: Design AI solutions that can handle multiple forms of input (e.g., text, voice, images) to provide a seamless customer experience.
Skills & Experience
Experience: Proven experience with omni-channel conversational AI platforms (e.g., Omilia OCP, Ultimate AI).
Strong background in conversational design, including dialogue creation, flowchart design, user testing, and handovers.
In-depth understanding of developing and optimising conversational AI systems.
Ability to map ROI and deliver insights based on data analysis from AI platforms.
Experience in consulting or involvement in contact centre transformation projects
Technical Skills: Proficiency in REST APIs, JSON, and Postman for testing and developing API integrations.
Data Analytics Skills: Proficiency in data analysis to extract insights and drive decision-making.
AI Ethics and Transparency: Understanding of ethical considerations and transparency in AI decision-making.
Desirable Skills but not essential:
Certification from the Conversational Design Institute as a Conversational Designer
Familiarity with Zendesk and NICE CXOne platforms.
Experience with Generative AI: Knowledge of generative AI technologies and their application in creating personalised customer experiences.
Knowledge of Edge Computing: Understanding of edge computing and its role in enhancing AI performance and reducing latency.
We are seeking a Technical Consultant focusing on AI Agents, Digital, and Voice. You will play a pivotal role in driving transformation projects within contact centres. You will leverage your expertise in omni-channel conversational AI platforms to design, develop, and implement solutions that enhance customer experience and operational efficiency.
This role reports to the Head of CX Shared Services and does not include direct line management responsibilities. The ideal candidate will be a technical contributor who can support initiatives, collaborate with team members, and contribute to the overall success and security of our projects and client relationships.
Key Responsibilities
Omni-Channel Conversational AI Expertise: Utilise your experience with platforms such as Omilia OCP, Ultimate AI, or equivalent to deliver robust AI solutions.
Conversational Design: Focus on human-centricity by creating sample dialogues, designing flowcharts, conducting user testing, and managing handovers. Ensure that the conversational flow is intuitive and provides a positive user experience.
Conversational AI Development: Develop and optimise conversational AI systems, ensuring they meet business requirements and user expectations.
ROI Mapping and Data Analysis: Analyse data from AI platforms to map ROI and deliver actionable insights that drive business value.
Contact Centre Transformation: Apply your understanding of contact centres to consult on and implement transformation projects, enhancing overall performance and customer satisfaction.
Proactive AI Agents: Develop and implement AI agents that can anticipate customer needs and provide proactive solutions.
Emotional Intelligence in AI: Integrate emotional intelligence into AI agents to improve customer interactions and satisfaction.
Multimodal Capabilities: Design AI solutions that can handle multiple forms of input (e.g., text, voice, images) to provide a seamless customer experience.
Skills & Experience
Experience: Proven experience with omni-channel conversational AI platforms (e.g., Omilia OCP, Ultimate AI).
Strong background in conversational design, including dialogue creation, flowchart design, user testing, and handovers.
In-depth understanding of developing and optimising conversational AI systems.
Ability to map ROI and deliver insights based on data analysis from AI platforms.
Experience in consulting or involvement in contact centre transformation projects
Technical Skills: Proficiency in REST APIs, JSON, and Postman for testing and developing API integrations.
Data Analytics Skills: Proficiency in data analysis to extract insights and drive decision-making.
AI Ethics and Transparency: Understanding of ethical considerations and transparency in AI decision-making.
Desirable Skills but not essential:
Certification from the Conversational Design Institute as a Conversational Designer
Familiarity with Zendesk and NICE CXOne platforms.
Experience with Generative AI: Knowledge of generative AI technologies and their application in creating personalised customer experiences.
Knowledge of Edge Computing: Understanding of edge computing and its role in enhancing AI performance and reducing latency.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.