Compunnel
Job Summary:
We are seeking an experienced Conversational Designer with strong IVR (Interactive Voice Response) design expertise to help lead the re-platforming of our current IVR system. The ideal candidate will have a proven background in designing IVR call flow patterns, UX writing, and working with both legacy systems and new platforms like Google Dialogflow, AWS Lex, and Genesys. This position will support the migration to a new IVR platform over the next two years, creating designs to enable development teams to build innovative, efficient, and effective conversational experiences.
Key Responsibilities: Conversational Design: Lead the creation and design of IVR call flow patterns and dialogues, ensuring a seamless user experience. Collaborative Work: Work with internal design teams, product managers, and development teams to refine designs and assist with the development of the new IVR platform. IVR Systems Design: Assist in re-platforming from the legacy IVR system to a new cloud-based solution (Google Dialogflow, AWS Lex, or similar), and support the design and implementation of the new experience. UX Writing: Develop clear and concise UX writing for IVR audio prompts, ensuring effective communication through audio interactions. Platform Familiarity: Design for platforms like AWS Lex, Google Dialogflow, and Genesys, integrating Natural Language Understanding (NLU) and Automatic Speech Recognition (ASR) technologies. Cross-functional Support: Provide training and peer review for legacy contract designers, helping them learn new tools and techniques. Documentation and Collaboration: Ensure that all designs are well-documented, including specifications for development teams, and facilitate peer reviews.
Required Qualifications: 5+ years of IVR and Conversational Design experience, specifically creating call flow patterns and designing IVR dialogues. 3+ years of designing IVR in cloud platforms (e.g., Google Dialogflow, AWS Lex, Microsoft Azure) for both audio and text-based interactions. 5+ years of experience with NLU, ASR, and/or AI technologies, integrating these into IVR systems. Strong UX writing skills for audio IVR prompts, ensuring clarity and conciseness in interactions. Proficient in using Speech Recognition and AI integration tools such as Google Dialogflow, AWS Lex & Polly, IBM Watson. Experience with IVR development tools such as Voiceflow. Ability to work independently and collaborate effectively with cross-functional teams. Portfolio showcasing previous IVR work and writing samples that demonstrate relevant experience. Preferred Qualifications:
Experience working with Chatbots and integrating them into IVR systems. Familiarity with Generative AI (GenAI) technologies to enhance conversational design. Experience using Nuance for IVR design and Dialogflow for building out IVR features. Cloud platform knowledge (AWS, Google Cloud, Microsoft) is highly preferred. Previous experience collaborating with external vendors, designers, and product teams. Certifications (if any):
Certifications in Google Dialogflow, AWS Lex, Speech Recognition, or AI integration are a plus. IVR Design or Conversational Design certifications would be an advantage.
Education:
Bachelors Degree
We are seeking an experienced Conversational Designer with strong IVR (Interactive Voice Response) design expertise to help lead the re-platforming of our current IVR system. The ideal candidate will have a proven background in designing IVR call flow patterns, UX writing, and working with both legacy systems and new platforms like Google Dialogflow, AWS Lex, and Genesys. This position will support the migration to a new IVR platform over the next two years, creating designs to enable development teams to build innovative, efficient, and effective conversational experiences.
Key Responsibilities: Conversational Design: Lead the creation and design of IVR call flow patterns and dialogues, ensuring a seamless user experience. Collaborative Work: Work with internal design teams, product managers, and development teams to refine designs and assist with the development of the new IVR platform. IVR Systems Design: Assist in re-platforming from the legacy IVR system to a new cloud-based solution (Google Dialogflow, AWS Lex, or similar), and support the design and implementation of the new experience. UX Writing: Develop clear and concise UX writing for IVR audio prompts, ensuring effective communication through audio interactions. Platform Familiarity: Design for platforms like AWS Lex, Google Dialogflow, and Genesys, integrating Natural Language Understanding (NLU) and Automatic Speech Recognition (ASR) technologies. Cross-functional Support: Provide training and peer review for legacy contract designers, helping them learn new tools and techniques. Documentation and Collaboration: Ensure that all designs are well-documented, including specifications for development teams, and facilitate peer reviews.
Required Qualifications: 5+ years of IVR and Conversational Design experience, specifically creating call flow patterns and designing IVR dialogues. 3+ years of designing IVR in cloud platforms (e.g., Google Dialogflow, AWS Lex, Microsoft Azure) for both audio and text-based interactions. 5+ years of experience with NLU, ASR, and/or AI technologies, integrating these into IVR systems. Strong UX writing skills for audio IVR prompts, ensuring clarity and conciseness in interactions. Proficient in using Speech Recognition and AI integration tools such as Google Dialogflow, AWS Lex & Polly, IBM Watson. Experience with IVR development tools such as Voiceflow. Ability to work independently and collaborate effectively with cross-functional teams. Portfolio showcasing previous IVR work and writing samples that demonstrate relevant experience. Preferred Qualifications:
Experience working with Chatbots and integrating them into IVR systems. Familiarity with Generative AI (GenAI) technologies to enhance conversational design. Experience using Nuance for IVR design and Dialogflow for building out IVR features. Cloud platform knowledge (AWS, Google Cloud, Microsoft) is highly preferred. Previous experience collaborating with external vendors, designers, and product teams. Certifications (if any):
Certifications in Google Dialogflow, AWS Lex, Speech Recognition, or AI integration are a plus. IVR Design or Conversational Design certifications would be an advantage.
Education:
Bachelors Degree