Voice Conversation Designer

About This Role

This role involves conceptualizing, designing, and iterating on high-quality end-to-end conversational designs for speech and conversational user interfaces, specifically for the Contact Center Modernization program. The designer will apply UX writing techniques to create concise, relevant, and engaging automated conversations.

Responsibilities

• Conceptualize and iterate on high quality end to end conversational designs for speech and conversational user interfaces
• Apply UX writing techniques to make conversations concise, relevant and engaging
• Write copy suitable for automated conversations in a voice platform
• Create conversational flow diagrams including customer journeys, dialogs, error handling patterns
• Manage the design, creation, and production of customer experience elements from product concept through completion
• Develop and execute customer experience solutions using user-centered design tools
• Review and analyze high profile or complex projects and may lead projects or teams
• Develop new research and tests theories that lead to alternative, leading edge design solutions
• Analyze relevant internal and external sites and consult standards and guidelines as well as policies to determine best practices
• Exercise independent judgment to guide risk deliverables
• Design, develop, test, and refine prototypes
• Resolve moderately complex issues
• Lead team to meet key milestone deliverables while leveraging solid understanding of business, user, and technical requirements
• Create and monitor schedules to ensure timely effective program execution
• Develop and oversee planning and execution of projects, production schedules, and quality assurance
• Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals

Requirements

• 4+ years of Online and Digital Product Design, Information Sciences, Graphic, and Visual Arts experience, or equivalent

Qualifications

• 4+ years of Online and Digital Product Design, Information Sciences, Graphic, and Visual Arts experience, or equivalent

Nice to Have

• 4+ years voice conversational design experience
• Experience working in a contact center environment
• Experience in building conversational design with tools such as Voiceflow, Fabble, Figma, Lucid, Dialogflow
• Experience working in an Agile environment

Skills

* Required skills

Benefits