Are you enthusiastic about contributing to a successful and innovative company on the forefront of technology? Join us at Connex and be part of a dynamic team of 600 professionals across 14 offices in North America. Our commitment is to provide cutting-edge solutions, and our employees play a crucial role as ambassadors to clients and partners. Integrity, accountability, and skill are the cornerstones of our success.
We are seeking a skilled VUI designer to create seamless and intuitive voice user interfaces that elevate user experiences. Some of the key components of the job includes designing natural and conversational interactions, ensuring accurate speech recognition, handling accent recognition and recognition errors, as well as managing the context of user speech.
Responsibilities
- Design and Development (40%)
- Translate business, enterprise architecture, and system performance requirements into functional, technical, and voice user interface designs for applications and systems.
- Create seamless and natural interactions for IVR, focusing on human language, conversations, and interactions.
- Write and optimize content for IVR systems based on business requirements for virtual assistants, bots, and other conversational interfaces.
- Customer Experience and Journey Mapping (25%)
- Build and document customer journeys; showcase them through prototypes and maintain key performance indicators (KPIs), such as containment rates and call transfers.
- Define metrics and performance goals in collaboration with technology partners and peers to ensure a high-quality customer experience.
- Quality Assurance and Review (15%)
- Review technical deliverables for quality throughout the design and development phases, identifying gaps or recommending redesigns as necessary.
- Conduct code reviews to ensure quality, standards compliance, reusability, ease of maintenance, and operational readiness.
- Solution Implementation and Support (15%)
- Develop, implement, and improve solutions/processes to maximize system availability, efficiency, and effectiveness while minimizing issues.
- Collaborate with testing teams to translate requirements and use cases into test conditions and expected results for various testing phases.
- Collaboration and Vendor Management (5%)
- Work directly with design, business, and technology partners to cover technical planning, integration, systems analysis, design, development, and testing.
- Assist in working with vendors to support business case development, including benefits identification, requests for information (RFI), requests for proposals (RFP), and service level agreements (SLAs).
Skills
- Mandatory Skills:
- Undergraduate degree or technical certificate (graduate degree preferred).
- 2+ years of relevant experience in designing VUI, preferably within the contact center domain.
- 5 years of experience with a proven track record of gathering functional, non-functional, and technical requirements, as well as design thinking for technology implementations in the contact center domain.
- Extensive experience in flow designing, linguistics, and building conversations around use cases. Experience with Microsoft Visio or a similar design tool is essential for this position.
- Strong verbal and written communication skills are essential.
- Working experience with Natural Language Understanding (NLU) tools and products (e.g., Google, Nuance, Microsoft, IBM, Amazon), speech analysis, speech repair, and fine-tuning NLU.
- Understanding of speech recognition technology, conversational interfaces, natural language processing, and programming languages like JavaScript, HTML, and CSS for designing voice-enabled applications.
- Knowledge of user experience (UX) design principles to create intuitive interfaces, engaging conversations, and effective user flows in voice interfaces.
- Desirable Skills:
- Understanding of workflow-based logic and the ability to comprehend business processes from a workflow diagram and illustrate written processes as workflow diagrams.
- Knowledge of telephony platforms such as Genesys, Cisco, IVR, Genesys PureEngage, Google Dialogflow, speech recognition, and text-to-speech applications.
- Working knowledge of cloud platforms like AWS, Google Cloud, and Microsoft Azure.
- Familiarity with tools like JIRA, Cyara, and Confluence.
- Experience working within a large-scale enterprise environment, preferably in the financial industry.
- Experience and comfort level acting as a subject matter expert and consultant.
- Hands-on experience with various software development lifecycle (SDLC) methodologies, including waterfall, agile, and extreme programming.
- Strength in identifying root causes and implementing targeted and controlled remediation plans.
- Self-motivated team player with high energy and the ability to work independently and within a team.
- Readiness and motivation to work autonomously in a lead capacity on diverse activities such as design and support of technical business solutions.
What's great in the job?
- A culture emphasizing consistent high performance, marked by a notable success rate in projects and significant year-over-year revenue growth.
- Opportunities for a growth mindset, including participation in certification programs, mentorship, talent investment initiatives, internal mobility options, and internship opportunities.
- Contributing to global impact by collaborating on impactful projects for esteemed global clients, actively shaping the future of the industry.
- An inclusive and welcoming multicultural environment that promotes openness, communication, and regular team-building events.
- Committed to social sustainability values, including initiatives focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
What We Offer
Each employee has a chance to see the impact of his work. You can make a real contribution to the success of the company.
Embrace adaptability and flexibility, recognizing that a dynamic and evolving workplace is key to staying competitive and responsive to change.
Recognize and celebrate achievements, milestones, and exceptional contributions to create a positive and motivating work environment.
Are you interested in enriching your work experience? We need people like you, passionate and committed. If you want to join our team, please apply to this job posting.
CONNEX Telecommunications Inc. is committed to diversity and encourages applications from all qualified candidates, especially aboriginal persons, members of sexual minority groups, persons with disabilities, visible minorities, and women. Upon request by the applicant, accommodation will be provided in all parts of the hiring process. We thank all applicants for their interest in this position, however, only those selected for an interview will be contacted.