04 Aug
Conversational AI and VUI Designer
Vacancy expired!
- Gather requirements, design flows, and write final content for IVR, Virtual Assistants, Chatbots, and omnichannel conversational interfaces
- Own and contribute to product requirements, functional design, process design (including scenario design, flow mapping), prototyping, testing, model/intent training, defining support procedures.
- Work with project leadership, project managers, conversational AI architects, developers, UX designers, product managers, and fellow designers to strategize, design, and deliver enterprise conversational AI assets.
- Collaborate with teams across the organization to identify requirements and design voice and digital self-service assets for diverse use cases across industries and modalities
- Contribute to and/or lead design sprints, workshops, reviews, and related activities with business, technical, and creative leadership
- Contribute to and/or lead enterprise content strategy guides and design omnichannel and cross-channel solutions aligned with client organizational content principles (brand voice and tone, legal, compliance, etc.)
- Design and deliver POCs, demos, and prototypes in alignment with product leadership and sales executives across the firm.
- 4+ years of relevant work experience in VUI or conversational design in or around contact centers and/or enterprise virtual assistants
- Experience collaborating with conversational AI and contact center developers, architects, and other relevant team members
- Group facilitation skills
- Fluent in design thinking and conversation design methodology
- Experience with requirements gathering, documentation, and tracking
- Experience designing and delivering conversational AI MVPs, pilots, and POCs
- Experience scripting video and creative materials for POCs, marketing demos, and interactive sales collateral
- Demonstrable experience designing and/or deploying:
- VUI / IVR flows for enterprise contact centers
- Voice and/or text-based conversational flows for virtual agents or virtual assistants
- Experience with flow design and prototyping tools (Figma, Sketch, Visio, Axure, InVision, etc.)
- Deep understanding of software development lifecycle and agile delivery methodologies
- Understanding of natural language technology, the tech stack behind modern conversational experiences, and how to design for current abilities and limitations
- Bachelor's Degree in linguistics, English/creative writing/literatures, human-computer interaction, interaction design, or a related content or design field
- Willingness to travel (up to 25%) periodically - as future will allow given current COVID19 restrictions
- 2+ years of experience with Contact Centers, IVR/VUI, and/or conversational AI projects
- Certification or expertise in at least one of the following platforms:
- Amazon Lex / Alexa; Google Cloud Platform Dialogflow ES, CX or CCAI; IBM Watson, IPSoft Amelia, Kore.ai, Nuance Nina, Salesforce Einstein
- Amazon Connect, Genesys, Twilio, NICE inContact, Five9, 8x8, Avaya
- Enterprise UX writing, content design, or content strategy experience
- Demonstrable experience in Healthcare, Technology, Media, Telecommunications, Consumer and/or Financial Services & Insurance
- Ability to work independently and manage small engagements or parts of large engagements.
- Strong oral and written communication skills; presentation skills (MS Office, PowerPoint, Visio, etc.)
- Strong problem solving and troubleshooting skills with mature judgement
- Advanced degree in creative writing, linguistics, or a relevant content-, writing-or design-focused discipline
Vacancy expired!