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IVR/VUI Voice User Interface Designer

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Location
Miami, FL
Salary
$115,000
Job Type
Direct Hire
Date
Oct 22, 2015
Job ID
2272407
Position:  Voice User Interface (VUI) Designer

Interactive
 voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad. In telecommunications, IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the IVR dialogue.

Job Description
The Voice User Interface (VUI) Designer creates adaptive interfaces for Company’s IVR systems. This creative team member works with staff from different departments to design speech recognition systems that provide successful user experiences for both fully automated and partially automated IVR solutions. This position will be involved with both modification of existing applications and designing of new applications and will work directly with internal clients to understand their needs, provide solution designs, explain solutions proposed, and respond to questions/concerns.  The Designer will work with stakeholders to gather and interpret requirements, identify appropriate features, develop a logical and adaptive call flow, write natural and conversational system prompts, anticipate user responses and develop grammars with or without embedded ECMA scripts. The Designer also plays an integral part in evaluating application performance and tuning applications to ensure system performance meets expectations and to identify areas for improvement.
Company currently uses AVAYA Dialog Designer and Nuance OSDM and NDM as development tools, so this resource should have familiarity with that toolset. This resource should be comfortable with varying forms of VUI and VDN property file documentation.
Responsibilities:
·     Acts as a subject-matter expert in the domain of IVR design and user experience. Will serve as a consultant to senior management and business owners and evaluate business proposals from a design perspective including feasibility, consistency and compliance with speech/IVR best practices. Responsible for design level recommendations for business solutions.
·     Works with call flow and high level requirements to ensure that UI design meets business needs and will deliver successful caller experiences. Generates/reviews all UI specs for feasibility with relation to both back-end constraints and speech/IVR related considerations (grammar, etc.). Support IVR developers by generating grammars with/without using ECMA scripts and fine tune grammars as needed.
·     Create directed dialog and natural language call flows and write detailed dialog design specifications.
·     Utilize the NAR reporting tool to understand DM performance statistics. Generate statistical analyses from tunings, and utilize tuning data and usability information to refine/enhance application performance.
Required Experience
·     Bachelor’s Degree, preferred in Engineering, IT or related field4-6 Years of IVR application design.
·     Deep understanding of VUI design patterns and principles
·     Experience with natural language grammar development
·     Experience in tuning speech application using NAR for data analysis