UX/CX Designer Principal Engineer (Speech Scientist)_IVR _Pre- Sales _ no third party employer

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UX/CX Designer Principal Engineer (Speech Scientist)

Long term project
Remote
Direct Client

Description:

What you'll be doing:

1. As the UX/CX Designer Principal Engineer (PE), you will be part of Verizon's Professional Services (PS) team. The PS team implements and maintains both Verizon hosted and premise solutions which contribute to millions in Verizon revenue. The solutions are critical to our customers (Verizon's Enterprise, Medium Business, and Government) so our focus is to consult with both quality and a sense of urgency in mind.
2. Conducting Pre-Sales assessments and aligning with Sales counterparts to support identified client billable opportunities. Participating in requirements discovery and documentation. Requiring significant organization skills and ability to store and recall large volumes of semantic and factual information.
3. Leading and assisting software engineering team efforts in designing, developing, testing and implementing Conversational Interaction / speech recognition and data exchange software applications for Verizon Enterprise customers, using the latest industry speech technology.
4. Guiding and mentoring team members in all areas of responsibility, including UX/CX, speech recognition, professional communications, implementing process improvements, customer interactions, application design, and development.
5. Grammar design, grammar analysis, NLU and directed dialog grammar development. Conducting speech recognition tuning for speech projects developed for customers.
6. Assisting with Solution/Design documentation and tool development. Advanced Speech Voice User Interface/Interaction (UI) design and documentation.
7. Employing relationship building skills to effectively position with key client stakeholders as value-added resources and achieve trusted advisor status.
8. Effectively identifying and communicating technical considerations and impacts to internal and external stakeholders.
9. Working closely with Clients creating personas, gathering and interpreting requirements to identify appropriate technologies and features, developing logical and adaptive call flows, specifying system logic, writing natural and conversational system prompts, anticipating user responses, communicating the design via sample calls, and creating a detailed design specification document that directs call-flow and grammar development.
10. Owning application design throughout lifecycle to meet application metrics and KPIs; continuous improvement of application design to improve metrics/KPIs.

What we are looking for / you'll need to have:

1. Experience with Nuance tuning tools (v10/v11). Publishing multiple tuning reports.
2. Subject matter expertise of IVR, Natural Language, and ASR platforms.
3. Experience with Conversational Interaction (utilizing Nuance Krypton, Google CCAI, MS Azure/LUIS and several other market leading products and offering.
4. Minimum of ten years of experience in VUI design/testing and speech optimization. Improving large scale speech application performance for healthcare customers and enterprise customers.
5. Minimum of ten years of experience with pattern recognition, machine learning, linguistics, utterance classification, and signal processing knowledge.
6. Minimum of ten years of experience working directly with customer to improve speech recognition rates and reduce error rates.
7. Minimum of five years writing prompt scripting for speech recognition applications.
8. Minimum of ten years of experience with VoiceXML and GRXML.
9. Minimum of seven years of experience with statistical data compilation, consolidation, and analysis to support decision-making.
10. To be able to educate customers of the principles & processes used to tune applications, options for improvement, criteria used to evaluate options, and likely outcomes.
11. Minimum of seven years of experience with human computer interaction and usability studies.
12. Minimum of seven years of experience in Contact Center service delivery. Solid understanding of IVR speech applications.
13. Must be able to manage multiple work-streams effectively and successfully.
14. Excellent customer presentation skills using PowerPoint and WebEx, as well as demonstrate technical writing skills.
15. Minimum of five years of experience with Natural Language data collection analysis and tagging, grammar analysis, NLU development, and directed dialog grammar development.
16. Ability to work closely with cross-functional team of designers, architects, and content developers, as appropriate, to draft complex interaction flows, VUI designs, interactive prototypes, and detailed design specifications for conversational channels.
17. Need to be able to support or lead UAT efforts for designed solutions.

Even better if you have/Desirable qualifications:

1. A Master's degree in related field or equivalent experience in Business.
2. Omni-Channel, Chatbot, and/or Conversational IVR experience.
3. Bi-lingual (e.g. English and Spanish).
4. CX certification, for example the Certified Customer Experience Professional (CCXP) designation from the Customer Experience Professionals Association (CXPA).