Voice User Interface Designer/Analyst at Vail Systems, Inc.

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Voice User Interface Designer/Analyst

Versay Solutions is seeking a Voice User Interface Designer/Analyst with proficiency in interactive voice response (IVR) development. As a VUI Designer/Analyst, you will be expected to analyze IVR application logs and usage data to make appropriate customer experience optimization improvements. You would produce call flows, application prototypes, and conversational voice user interface specifications for various customers. This role is team-oriented and customer-facing, as you will collaborate with client teams as well as other technical staff to accomplish project deliverables.

The ideal candidate will have a strong telecommunications background to successfully provide recommendations on applying sophisticated software technologies to voice calls. The candidate will have knowledge of call flow documentation, voice application lifecycles, storytelling/writing for spoken word, speech and language technologies, prosody, cognitive load, and CX research best practices. Additionally, the candidate will be detail-oriented, self-motivated, and adaptable.

What you’ll do:

  • Create and write designs and content for IVRs based on customers’ needs
  • Independently analyze customer audio-based data and document critical insight observations, such as patterns and future trends
  • Determine what updates and changes to the software would appropriately support business goals
  • Present VUI designs to clients; help clients to balance between business needs and user needs
  • Create and update script design documentation for the use of other analysts and designers
  • Design user-facing features of the IVR to improve the user experience
  • Analyze data to make improvements and updates to current call flows
  • Attend and present status updates at weekly team meetings on project deliverables to team members and upper management; attend project related meetings and customer facing meetings
  • Effectively communicate advice to team and managers regarding interpretation of analyses of the call logs
  • Implement improvements into the IVR design
  • Apply machine learning or statistical modeling techniques to applications that use natural language processing (NLP)
  • Advise in the process of developing, deploying, and updating the NLP applications
  • Successfully communicate and collaborate with developers

Minimum qualifications:

  • A Bachelor’s degree in Human Computer Interaction, Computer Science, Linguistics, or related field
  • 2+ years of experience with IVR systems
  • 2+ years of experience in voice/VUI design
  • Experience working with software engineers, developers, and/or UX designers in a highly technical environment
  • Familiarity with Agile and Scrum
  • Experience with voice or multimodal speech interface
  • Excellent verbal and written communication skills
  • Experience working with large data
  • Proficiency in analyzing and presenting observed insights and improvement plans
  • Proficiencies with speech and language technologies (e.g. ASR, NLU, TTS, etc.)

Preferred qualifications:

  • 1-2+ years of experience with telecom platforms, such as Avaya, Cisco, or Genesys
  • Experience in persona designing and/or writing
  • Familiarity with qualitative usability testing
  • Familiarity with 1+ programming language
  • Strong research skills
  • Experience with grammars and tuning
  • Proficiency in conversational North American Spanish

About Us

Spoken language is capable of conveying highly-nuanced meanings and intents and, by extension, greatly influence perception and experiences. At Versay, we believe in the unique power of the human voice to create more expressive, more engaging, and more efficient interactions. Our experts work with Fortune 500 companies to help them serve their customers more effectively through the use of various voice technologies. From basic network services, to state-of-the-art IP telephony, to cutting edge conversational systems and real-time analytics, Versay technology makes millions of voice interactions better every day.

Organizational Culture

At Versay, we strive to cultivate a supportive culture of continuous learning where employees are encouraged to achieve both personal and team goals by providing innovative telephony solutions that enhance customer contact center experiences. We entrust our employees to work autonomously and also encourage contribution to the decision-making process in a highly collaborative environment where open communication is fostered. Product development is centered around the end user to ensure Versay products are efficient, productive, and add value for our clients. 

 

 

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Location

We are located on the Chicago River, next to Ogilvie and Union Station for easy commuting and there are hundreds of restaurants to choose from.

What are Vail Systems, Inc. Perks + Benefits

Culture
Partners with Nonprofits
We partner with the Seneca Foundation and Chicago Public Schools to educate Black and Latinx recent Chicagoland high school graduates with paid software development training opportunities.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
We provide training to all employees who participate in our interview process on unconscious biases and interview best practices.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Access to an EAP
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker and 2 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Recreational Clubs
Vail Systems sponsors a summer softball league and triathlon team.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Employee Referral Bonuses. Gym Memberships. Collaborative Work Space. Competitive Pay.

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