CereCore
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Conversational Designer
role at
CereCore .
The Senior Conversational Designer – Contact Center Virtual Agent and IVR is a key contributor to determining conversational best practices within the patient virtual experience. With a commitment to innovation, the role seeks, develops, and helps implement strategic initiatives for improved efficiency and productivity. The Customer Service organization is undergoing a transformation and leveraging Conversational AI to improve the customer experience. We seek a highly skilled Senior Conversational Designer with experience designing voice and chatbot interactions in a contact center. The ideal candidate will have a strong background in UX, an eye for detail, and a passion for creating engaging and intuitive user experiences. This individual is responsible for supporting the execution of strategy for and the tactical optimization of virtual agent and IVR technologies within Parallon-managed contact centers as well as other HCA contact centers not managed by Parallon.
Classification Contract – 12 months
Responsibilities
Discovers and evaluates requirements, designs end-to-end user experience and content strategy, creates conversational flows and prompts, and tests and iterates.
Designs conversational AI experiences that are natural, engage customers, answer their questions, or take actions on transactions, ensuring conversations leverage consistent brand, voice, and tone to inspire customer confidence.
Identifies new intent opportunities to increase self-containment and simplify agent processes, aligning with overall communication channel strategy.
Acts as an expert and advisor to business stakeholders and product managers on user experience design improvement and industry best practices.
Works closely with NLP experts and engineering on requirements and tasks, documents necessary design details, and conducts design handoffs.
Frames, designs, and conducts in-depth design research, uncovering opportunities and generating unique insights.
Synthesizes and interprets large amounts of quantitative and qualitative data, champions and effectively communicates/translates findings into recommended changes using sketches, flow diagrams, wireframes, mockups, or prototypes.
Elicits, analyzes, specifies, and validates the business needs of stakeholders related to virtual agent and IVR technologies.
Participates in the QA of products/solutions to ensure features and functions have been enabled and optimized.
Analyzes and verifies requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
Develops and utilizes standard templates to accurately and concisely write requirements specifications.
Translates conceptual customer requirements into feasible, functional requirements, communicating this back to business stakeholders.
Creates process models, specifications, diagrams, and charts to provide direction to developers and/or the project team.
Develops and conducts peer reviews of the business requirements to ensure that requirement specifications are correctly interpreted.
Communicates changes, enhancements, and modifications of business requirements verbally or in written documentation to project managers, sponsors, and other stakeholders.
Partners with all stakeholders to identify and document strategy and opportunities for call flows (including virtual agent and IVR solutions) that ensure continuous improvement and optimize flows to meet business goals and objectives.
Requirements
5-7 years of conversational experience, including 5+ years in Content Design and Conversation Design with a proven track record of successful deployments in projects involving both voice and digital virtual agents.
3+ years of experience with Contact Centers, IVR/VUI, and/or conversational AI projects.
Voice UX experience required.
Knowledge of relational database structure and ability to monitor processing to identify issues preferred.
Knowledge of hardware and operating systems and ability to work in a distributed environment.
Solid Virtual Agent knowledge; CCAI Dialogflow, CCaaS Voicebot, AWS Virtual Assistant preferred.
Basic understanding of machine learning or natural language technology.
Experience designing for modern conversational experiences, understanding current abilities and limitations.
Enterprise UX writing, content design, or content strategy experience.
Seniority level Mid-Senior level
Employment type Contract
Job function Design, Art/Creative, and Information Technology
Industries IT Services and IT Consulting
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Conversational Designer
role at
CereCore .
The Senior Conversational Designer – Contact Center Virtual Agent and IVR is a key contributor to determining conversational best practices within the patient virtual experience. With a commitment to innovation, the role seeks, develops, and helps implement strategic initiatives for improved efficiency and productivity. The Customer Service organization is undergoing a transformation and leveraging Conversational AI to improve the customer experience. We seek a highly skilled Senior Conversational Designer with experience designing voice and chatbot interactions in a contact center. The ideal candidate will have a strong background in UX, an eye for detail, and a passion for creating engaging and intuitive user experiences. This individual is responsible for supporting the execution of strategy for and the tactical optimization of virtual agent and IVR technologies within Parallon-managed contact centers as well as other HCA contact centers not managed by Parallon.
Classification Contract – 12 months
Responsibilities
Discovers and evaluates requirements, designs end-to-end user experience and content strategy, creates conversational flows and prompts, and tests and iterates.
Designs conversational AI experiences that are natural, engage customers, answer their questions, or take actions on transactions, ensuring conversations leverage consistent brand, voice, and tone to inspire customer confidence.
Identifies new intent opportunities to increase self-containment and simplify agent processes, aligning with overall communication channel strategy.
Acts as an expert and advisor to business stakeholders and product managers on user experience design improvement and industry best practices.
Works closely with NLP experts and engineering on requirements and tasks, documents necessary design details, and conducts design handoffs.
Frames, designs, and conducts in-depth design research, uncovering opportunities and generating unique insights.
Synthesizes and interprets large amounts of quantitative and qualitative data, champions and effectively communicates/translates findings into recommended changes using sketches, flow diagrams, wireframes, mockups, or prototypes.
Elicits, analyzes, specifies, and validates the business needs of stakeholders related to virtual agent and IVR technologies.
Participates in the QA of products/solutions to ensure features and functions have been enabled and optimized.
Analyzes and verifies requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
Develops and utilizes standard templates to accurately and concisely write requirements specifications.
Translates conceptual customer requirements into feasible, functional requirements, communicating this back to business stakeholders.
Creates process models, specifications, diagrams, and charts to provide direction to developers and/or the project team.
Develops and conducts peer reviews of the business requirements to ensure that requirement specifications are correctly interpreted.
Communicates changes, enhancements, and modifications of business requirements verbally or in written documentation to project managers, sponsors, and other stakeholders.
Partners with all stakeholders to identify and document strategy and opportunities for call flows (including virtual agent and IVR solutions) that ensure continuous improvement and optimize flows to meet business goals and objectives.
Requirements
5-7 years of conversational experience, including 5+ years in Content Design and Conversation Design with a proven track record of successful deployments in projects involving both voice and digital virtual agents.
3+ years of experience with Contact Centers, IVR/VUI, and/or conversational AI projects.
Voice UX experience required.
Knowledge of relational database structure and ability to monitor processing to identify issues preferred.
Knowledge of hardware and operating systems and ability to work in a distributed environment.
Solid Virtual Agent knowledge; CCAI Dialogflow, CCaaS Voicebot, AWS Virtual Assistant preferred.
Basic understanding of machine learning or natural language technology.
Experience designing for modern conversational experiences, understanding current abilities and limitations.
Enterprise UX writing, content design, or content strategy experience.
Seniority level Mid-Senior level
Employment type Contract
Job function Design, Art/Creative, and Information Technology
Industries IT Services and IT Consulting
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