Strategic Staffing Solutions is hiring: UX Designer in San Antonio

UX Designer (IVR and Conversational Design)

Location: Remote
Pay: $60-65/hr, W2 Only
Work type: Contract

Position Overview
We are seeking a highly experienced UX Designer specializing in IVR (Interactive Voice Response) and Conversational Design to join our remote team. This role involves developing and optimizing cloud-based IVR solutions that elevate the user experience, streamline workflows, and enhance customer engagement. The ideal candidate will have a proven track record of working with cloud platforms like AWS, Google, and Microsoft, as well as expertise in voice user interface design, conversational design, and speech recognition technologies.

Key Responsibilities

• Design and Develop IVR Systems: Redesign and build advanced IVR and conversational self-service experiences on cloud platforms to support strategic goals.
• Collaborate Across Teams: Work closely with the IVR digital product and technical teams to create designs that align with project objectives.
• Enhance User Experiences: Create IVR solutions that efficiently route users and drive better user satisfaction. Propose innovative digital experiences to improve self-service capabilities.
• Leverage AI and Speech Recognition: Integrate NLU (Natural Language Understanding), ASR (Automatic Speech Recognition), and AI tools into the IVR systems to optimize functionality.
• Prototype and Test Designs: Develop wireframes, prototypes, and test iterations with end users to ensure solutions meet usability and performance standards.
• Optimize Existing Systems: Evaluate current IVR systems and recommend improvements aligned with modern design principles and customer feedback.

Required Skills and Experience

Top Three Skills

1. IVR and Conversational Design Experience - 5+ years of expertise in designing user-friendly and efficient IVR systems.
2. Cloud Platform IVR Design - 3+ years of hands-on experience designing IVR solutions on platforms like AWS Connect, Google Dialogflow, or Microsoft Azure.
3. NLU, ASR, and AI Integration - 5+ years of experience implementing Natural Language Understanding, Automatic Speech Recognition, and Artificial Intelligence into IVR systems.

Required Tools and Technologies

1. Speech Recognition and AI Tools - Hands-on experience with tools such as Google Dialogflow, Amazon Lex & Polly, and IBM Watson.
2. IVR Development Tools - Proficiency in tools like Voiceflow for designing and prototyping IVR solutions.
3. JIRA - Experience managing workflows, tracking progress, and collaborating using JIRA.

Daily Duties and Expectations

• Use AWS Connect, Lex, and other cloud-based tools to design and implement IVR solutions.
• Collaborate with cross-functional teams to redesign and build modern IVR and conversational self-service platforms.
• Optimize the call routing process to ensure users are connected with representatives quickly and efficiently.
• Leverage AI-driven tools to create seamless, intelligent voice and digital experiences.
• Create and test prototypes to refine usability and functionality based on feedback.

Desired Candidate Profile

• Education: Bachelor's degree in UX Design, Graphic Design, Human-Computer Interaction, or related fields (experience may be substituted for education).
• Experience: A portfolio showcasing IVR, cloud platform solutions, and conversational design work is required.
• Key Characteristics: Strong problem-solving skills, attention to detail, and a customer-focused approach to design.

Job ID: JOB-239969
Publish Date: 28 Jan 2025