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.
Why Join Connex Telecommunications?
Innovative Excellence at Its Core
Join a dynamic, results-driven team renowned for tackling complex challenges and delivering impactful solutions that drive consistent growth year after year.
Unparalleled Opportunities for Growth
Advance your technical expertise and career with access to leading-edge tools, certification programs, dedicated mentorship, and clear paths for internal advancement.
Shape the Future on Transformative Projects
Collaborate with world-class clients on industry-defining projects, leveraging the latest technologies to deliver tangible, meaningful results.
A Culture of Innovation
Thrive in a forward-thinking, tech-focused environment that values creativity, fosters knowledge sharing, and attending engaging events.
A Purpose-Driven Workplace
Be part of initiatives that prioritize community development, sustainability, and social equity—making your work meaningful beyond the office.
A Truly Inclusive Team
Experience a multicultural workplace built on openness, collaboration, and celebration, with regular team-building activities and recognition for your achievements.