Job Details

Direct message the job poster from Xsell Resources

Technical Recruiter @ Xsell Resources | Recruiting, Business Development

In this role you will be responsible for creating conversational flows to deliver a superior user experience. This role is responsible for creating the conversational dialogs, partnering with product and technology partners to deliver a superior user experience.

Start Date: As soon as possible

Duration of the engagement: 6+ months

Preferred location: On-Shore/United States; Remote; working hours Eastern Standard Time required

Key Responsibilities

• Create dialog flows and write content for voice and/or chat interfaces, leveraging AI technology to deliver virtual assistant capabilities.
• Use best practices, frameworks, and processes to deliver best in class user experiences for Cognitive AI products.
• Lead engagement with business stakeholders to frame problems, prioritize and scope design efforts, receive and respond to design feedback with the ultimate goal of delivering a superior user experience via our AI products.
• Leverage the blend of Voice User Interface (VUI) experience and AI technology to create superior user experiences.
• Constantly learn from our members, providers, and colleagues and distill feedback to determine what customers need to not just be satisfied, but delighted with our AI enabled self-service products.
• Lead design sessions, UX requirements definition sessions, and design thinking workshops and accurately scope UX research and design work.
• Guide effective documentation and communication design – via sample dialogs, wireframes, mockups, prototypes, written requirements, and usability documentation.
• Create and deliver articulate and motivational presentations to peers, executives, and stakeholders supporting UX work, concepts, planning, and management for Conversation AI products.

Required Qualifications

• Bachelor's Degree in business, technology or design program or direct and applicable work experience.
• 5+ years experience designing multi-channel customer-centered experiences.
• 3+ years experience in VUI or conversational design in or around contact centers and/or enterprise virtual assistants.
• Experience working in a fast-paced, matrixed environment.
• Highly effective communicator with technical expertise.
• Demonstrable experience designing and/or deploying:
• Voice and/or text-based conversational flow for virtual assistants.
• VUI/IVR flows for enterprise contact centers.
• Excellent relationship-building skills and proven ability to work collaboratively through various lines of business and functional areas, promoting a culture of proactive teamwork.
• Outstanding communication/presentation skills (verbal and written). Should have a high degree of comfort speaking with internal stakeholders.
• Analytical mindset with proven experience using data and data-driven insights to support decisions and ability to represent them visually to all levels of an organization.

Preferred Qualifications

• Master's degree in business, technology or design program.
• Fluent in Spanish.
• Experience with Visual Design for ChatBot.
• Experience with scaled agile (SAFe) methodology.
• Experience with Miro, LucidChart, Visio dialogue flow development.
• Healthcare experience a plus.
• Prior design experience from a leading brand recognized by customers for experience.
• Strong research and analysis background, including user interviews, focus groups, ethnographic observation, concept validation, usability testing, and post-launch analysis.
• Demonstrated understanding of how data and technology enable customer experience and human-centered design.

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Design and Information Technology

Industries

Retail Pharmacies, Insurance, and Hospitals and Health Care