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Principal Conversational CX / VUI Designer - US Remote Telecommute
TTEC (formerly TeleTech) is seeking a Principal Conversational CX / VUI Designer to join our Technology Services team. This is a telecommuting opportunity with travel requirements.
As part of our Professional Services Multi-Channel Solutions team, you will design and consult on innovative user interfaces for the design and construction of conversational speech applications, working to achieve exceptional user satisfaction and transaction completion with appropriate flair and personality.
What you'll bring to us:
Lead Requirements and Design workshops to discover, analyze, and document application requirements from both the client's and the user's perspective
Discover and assist the client in defining a system persona to be embodied in the user interface
Create effective CX user interface designs including call flow, dialogs, prompts, non-verbal audio and grammar specifications to accomplish the requirements of IVR, IVA, Bot, smart speaker and messaging systems
Educate clients on best practices around conversational CX design and gain consensus on the design, prompting and call flow
Assist in implementing these CX designs, including interacting with developers, assisting customers with the selection of voice talents, coaching of voice talent during production and performing Usability and WOZ testing and analysis to determine the usability and effectiveness of the application
Participate in Tuning process to perform Call and / or Chat Analysis and review speech science data for overall application and design performance and make recommendations to improve caller satisfaction and transaction completion
Represent our UI approach and philosophy to customers in the sales cycle, and assist in the design and creation of compelling proposals and demos
Provide feedback on the design and capabilities of Speech recognition product software to incorporate UI lessons learned in the field
Active participant in continuous improvement services with data based findings and application techniques for system effectiveness
Utilize research to determine best practices from a CX perspective
What skills you will need:
5 years industry experience in Voice User Interface design of conversational systems
Experience in writing Voice User Interface design specifications following standard practices for error recovery and universal help, developing CX flows for complex applications including data driven interactions, and designing call steering and self-serve applications
Good knowledge of natural language and directed dialogue design techniques for speech applications, major vendor offerings, various speech engine capabilities, and tuning concepts
Experience in conducting Usability Studies and WOZ tests along with Tuning process, performing Call Analysis, review of speech tuning data, and making recommendations to improve VUI/CX design
Use of data analytics to assist in continuous improvement services
Ability to create detailed user flows, wireframes and prototypes
Experience working closely with outside clients and partners, as well as developers
Native-level English fluency, Bilingual Spanish skills a plus
Who We Are:
TTEC (formerly TeleTech) is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments-Consulting, Technology, Care and Growth-to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Our Customer Technology Services segment drives customer experience outcomes to small, medium and enterprise clients by providing best in class Cloud and Premise Contact Center and Unified Communications Solutions, and CRM, Multi-channel, Omni-channel and WFO Services.