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Skill Group CTI & Speech Solutions - US
City Nationwide
Country United States [US]
Location for Website Nationwide
Position Title VUI Designer
Job Description As part of our Integrated Contact Solutions – CTI & Speech Solutions group, you will help drive, deliver and support our premier solutions and service offerings around complex, self-service, enterprise-level Contact Center technologies.
We are currently undergoing a nationwide search for a VUI Designer. Although location in Austin, Texas is preferred, relocation will not be required. This creative and detail-oriented individual will design and consult on innovative user interfaces for the design and construction of conversational speech applications, working to achieve exceptional caller satisfaction and transaction completion with appropriate flair and personality. The ideal candidate should have an educational background in Human Factors, Linguistics or Cognitive Psychology and a good knowledge of applying this background to Speech applications.
Responsibilities:
• Lead Requirements and Design workshops
• Discover, analyze, and document application requirements from both the client’s and the caller’s perspective
• Discover and assist the client in defining a system persona to be embodied in the user interface
• Create effective speech user interface designs including call flow, dialogs, prompts, non-verbal audio and grammar specifications to accomplish the requirements
• Educate clients on best practices around speech and gain consensus on the design, prompting and call flow
• Assist in implementing these 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 VUI and Speech Application
• Participate in Speech Tuning process to perform Call 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
Required Skills/Experience Required Skills and Qualifications:

  • 5+ years industry experience in user-centered design and speech recognition application development

  • BS or equivalent experience in, user interface and software design

  • Experience working closely with outside clients and partners, as well as developers

  • Customer interaction and relationship building experience

  • Experience in design and development of speech applications for call center operations and good knowledge of customer experience and functions performed using call center operations

  • Good knowledge of major vendor offerings, various speech engine capabilities and tuning concepts

  • Experience in writing design specifications for various Speech engines following standard practices for error recovery and universal help

  • Experience with speech application prototype development

  • Experience in developing call flows for complex applications

  • Has good knowledge of natural language and directed dialogue design techniques for speech applications

  • Has developed both call steering and self serve applications

  • Experience in VoiceXML application development and must show solid technical abilities in HTML, XML, and VoiceXML. Native-level English fluency

  • Excellent written and verbal communications skills

  • Ability to travel within the U.S. and Canada up to 50%

  • Be able to work with a minimum amount of direct supervision

  • Strong Microsoft Windows skills, including MS Office

    • Company Skills We offer an outstanding career development opportunity, a competitive salary along with full comprehensive benefits. We are looking for individuals with a team player attitude, strong drive for career growth and a passion for excellence in client support, delivery and satisfaction.
    Summary Text eLoyalty helps its customers achieve breakthrough results with revolutionary analytics and advanced technologies that drive continuous business improvement. With a long track record of delivering proven solutions for many of the Fortune 1000, eLoyalty's offerings include Behavioral Analytics™, Integrated Contact Solutions and Consulting Services, aligned to enable focused business transformation. For more information about eLoyalty, visit www.eloyalty.com. eLoyalty is an Affirmative Action/Equal Employment Opportunity employer: All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, ancestry, disability, medical condition, sexual orientation, domestic partner status or Vietnam Era Veteran status.
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