Designer, Conversational AI Job at Walgreens in Deerfield

Job Description:Job SummaryThe Designer, Conversational AI is responsible for creating user-centered, conversational IVR experiences for Walgreens customers, patients, and prescribers by gathering business and end user requirements; analyzing data; defining information architecture; writing natural-sounding dialogs; conducting usability testing; anticipating user responses; providing input for grammar generation; directing and coaching voice talent; and assisting in testing to ensure the application is functioning as designed.Job Responsibilities:Define, represent, and promote user-centered design best practices across all lines of businessProduce user flows, wireframes, prototypes, and rigorous user interface specificationsConfidently defend design rationale used to create solutions in frequent executive-level design reviews.Create high level information architecture, sample caller experiences, and personasProduce detailed design specificationsDraw on depth of experience, but initiate UX research and testing efforts when necessary.Create recording scripts, maintain a prompt catalogue, and coach voice talentAnalyze performance and real usage data to generate recommendations for optimization and inform UX optimization effortsDrive root cause analyses to respond to UX performance issuesRefine experiences based on usability findings and post-deployment analysis and tuningSpeak authoritatively on concepts of spoken interaction design in daily iterations with product managers, engineers, and testers.About Walgreens and WBAWalgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170 year heritage of caring for communities. WBA’s purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation’s medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high quality products and services in communities nationwide.The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits."An Equal Opportunity Employer, including disability/veterans"Job ID: 1500177BRTitle: Designer, Conversational AICompany Indicator: WalgreensEmployment Type:Job Function: Customer Contact CenterFull Store Address: 108 WILMOT ROAD,DEERFIELD,IL 60015Full District Office Address: 106 WILMOT RD,DEERFIELD,IL,60015-05123-01106-2External Basic Qualifications:Bachelor’s degree in computer science, Engineering, Human Computer Interaction, Linguistics, Cognitive Science, Graphic Design, Digital Communications design or a related field OR High School diploma/GED and at least 3 years of experience with Voice User Experience.Experience with IVR (Interactive Voice Response) application design and as a user experience designer, interaction designer, or hybrid designer.Knowledge of speech recognition software applications, experience with voice or multimodal speech interfaces.Working understanding of speech and language technologies i.e. speech recognition (ASR), natural language understanding (NLU), and voice user interfaces (VUI).Deep understanding of VUI design patterns and principles and experience using those to create conversational voice user experiences for a large enterprise.Experience with voice persona design based on contextual research, demographics, and enterprise branding initiativesExperience with usability prototyping/testing, particularly “Wizard of Oz” methodExperience with Microsoft Office Suite.Willing to travel up to/at least 10% of the time for business purposes (within state and out of state).Preferred Qualifications:Fluency or near-fluency in SpanishExperience with speech recognition and speech synthesis softwareExperience with audio engineeringRetail and/or healthcare industry experienceExpertise in human computer interactionExperience with agile/scrumBackground in script writing or creative writingRelentless desire for innovation, balanced with business needs, and customer expectationsWe will consider employment of qualified applicants with arrest and conviction records.Shift:Store: