VUI Designer - Conversational Speech Applications - Bilingual (English/Spanish) preferred

VUI Designer

Integrated Contact Solutions – CTI & Speech Solutions

 

Location: Austin, TX

 

Travel: 50%

 

Position Description:

eLoyalty is looking for a creative and detail-oriented individual to 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. In this position you will serve as the User Interface lead on projects. Specific tasks will include:

 

As a VUI Designer, you will:

· Serve as the Interface User lead on projects

· 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 examples to accomplish the requirements

· 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:5+ years industry experience in Voice User Interface design of Conversational speech recognition application development Experience working with Open Prompt or Natural Language speech applicationsBS or equivalent experience in, user interface and software design Experience working closely with outside clients and partners, as well as developers Bilingual - Spanish/English; strongly preferredCustomer interaction and relationship building experience Experience in design of speech applications for call center operations and good knowledge of customer experience and functions performed using call center operations Experience in writing design specifications for various Speech engines following standard practices for error recovery and universal help Good knowledge of major vendor offerings, various speech engine capabilities and tuning concepts Experience in developing call flows for complex applications including data driven interactionsHas good knowledge of natural language and directed dialogue design techniques for speech applications Experience developing both call steering and self serve applications Experience in conducting Usability Studies and WOZ testsExperience in Speech Tuning process, performing Call Analysis, review of speech tuning data, and making recommendations to improve VUI designExcellent written and verbal communications skills. Ability to travel within the U.S. and Canada up to 50% Ability to work with a minimum amount of direct supervision Strong Microsoft Windows skills, including MS Office and Visio

About eLoyalty

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 Analyticsâ„¢, Integrated Contact Solutions and Consulting Services, aligned to enable focused business transformation.  For more information about eLoyalty, visit http://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.