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What you’ll be doing...
As the Voice 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. The team is comprised of several professionals with decades of experience, covering multiple technologies, in Contact Center design and delivery. The work can be done from a Verizon office, remotely, and (at times) from a customer location. You will be working within our PS Customer Experience (CX) team to drive implementation of complex hosted solutions and PS revenue.
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.
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.
Designing and delivering complex AI-driven applications using expertise with Conversational IVR.
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.
Conducting speech recognition tuning efforts for speech projects developed for customers.
Assisting with Solution/Design documentation and tool development. Advanced Speech Voice User Interface/Interaction (UI) design and documentation.
Employing relationship building skills to effectively position with key client stakeholders as value-added resources and achieve trusted advisor status.
Effectively identifying and communicating technical considerations and impacts to internal and external stakeholders.
Exercising judgment and discretion in developing methods, techniques and evaluation criteria for obtaining results.
What we’re looking for...
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Six or more years of relevant work experience.
Five or more years of experience in Voice User Interface/Interaction (VUI) Design
Speech optimization. Tuning large scale speech applications for performance improvement of healthcare customers and enterprise customers.
Experience with Conversational Interaction (eg: utilizing Nuance Krypton, Google CCAI, MS Azure/LUIS and/or several other market leading products and offering.
Willingness to travel.
Even better if you have:
Bachelor degree in Computer Science / Arts & Science or six or more years of equivalent work experience.
A Master’s degree in a related field or equivalent experience in Business.
Experience with Nuance tuning tools (v10/v11). Publishing multiple tuning reports
Ten or more years of experience with VoiceXML and GRXML.
Ten or more years of experience working directly with customers to improve speech recognition rates and reduce error rates; with five or more years writing prompt scripting for speech recognition applications.
Ten or more years of experience with pattern recognition, machine learning, linguistics, utterance classification, and signal processing knowledge..
Five or more years of experience with Natural Language data collection analysis and tagging, grammar analysis, NLU development, and directed dialog grammar development.
Seven or more years of experience with statistical data compilation, consolidation, and analysis to support decision-making.
Seven or more years of experience with human computer interaction and usability studies.
Seven or more years of experience in Contact Center service delivery. Solid knowledge of IVR speech applications, SLM, and tools.
Ability to educate customers of the principles and processes used to tune applications, options for improvement, criteria used to evaluate options, and likely outcomes.
Ability to manage multiple work-streams effectively and successfully.
Subject matter expertise of IVR, Natural Language, and ASR platforms.
Customer presentation skills using PowerPoint and WebEx, as well as demonstrating technical writing skills. Capability to be detail-oriented and have the ability to maintain composure in challenging situations.
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