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UI Designer II - GOOGJP00253524 - NY

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Position overview:
The person in this role will collaborate with and advise customer support operations, product engineering, and other cross-functional teams to design a superior caller and agent experience. In terms of the caller experience, this is about the design of IVR (interactive voice response) applications that our client’s customers interact with when they call us for support over the phone. For the contact center agent experience, the person is this role may work on audio whispers or other voice UI aspects of the agent’s contact center desktop application.

Portfolio Requirement:
Previously-completed voice UI designs (e.g. drawings, Visio diagrams in pdf format, etc.)
Live, in-production IVR applications the candidate can direct us to (i.e. that we can phone into and interact with)

Daily Responsibilities:
- Work with our internal business clients to gather end to end caller experience requirements, and document detailed voice user interface designs
- Develop high level and/or detailed storyboards, mockups, and prototypes to effectively communicate voice interaction and design ideas
- Evaluate usability and audio consistency of existing call flows and recommend design changes

Minimum Requirements:
- BA/BS degree in Human-Computer interaction, Computer Science, or a related field, or equivalent practical experience
- 5 years experience in designing Speech enabled and touchtone IVR call flows and voice UX for customer support operations
- Strong communicator (verbal and written)
- Comfortable engaging with both technical and business stakeholders

Nice-to-have skills:
- Expertise in conducting usability assessments to design the voice of the customer
- Experience in designing and tuning directed dialog and natural language speech grammars
Soft skills

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