Remote UX/CX Designer

Job Description

One of Insight Global's largest telecom clients is looking for a Sr. CX/UX Designer & Engineer with an expertise in VUI design/testing, speech optimization, IVR, Natural Language & ASR Platforms. This resource will be joining the Consulting Services Organization, specifically the Customer Experience (CX) team to drive implementation of complex hosted solutions & revenue. This resource will be responsible for leading and assisting software engineering team efforts in designing, developing, testing and implementing Conversational Interaction / speech recognition and data exchange software applications for enterprise customers, using the latest industry speech technology, and designing and delivering complex AI-driven applications using expertise with Conversational IVR. This resource will also assist with Solution/Design documentation and tool development, advanced Speech Voice User Interface/Interaction (UI) design and documentation. You will work 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. This resource should be well-versed in Contact Center service delivery to delivery timely and personalized customer service on all communication channels by resolving customer queries, troubleshooting issues, and keeping customers engaged with the brand.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to ~~~ .

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Skills and Requirements

-10+ years of user/customer experience design & engineering

-10+ years of experience in VUI design/testing, speech optimization, VoiceXML, and GRXML

-10+ years of experience with pattern recognition, machine learning, linguistics, utterance classification, and signal processing knowledge

-7+ years of experience in Contact Center service delivery with a solid understanding of IVR speech applications

-7+ years of experience with human computer interaction & usability studies

-5+ years of experience with Natural Language data collection analysis and tagging, grammar analysis, NLU development, and directed dialog grammar development

-Subject Matter expertise of IVR, Natural Language, and ASR platforms -Master's Degree in related field (Computer Science / Arts & Science)

-Omni-Channel, Chatbot, and/or Conversational IVR experience

-Bi-lingual (English & Spanish)

-CX Certification (CCXP or CXPA) null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to ~~~.