Voice User Interface Designer / IVR Developer

 

Location: Los Angeles area     Position ID:  AXG-1271   

 

Job Description:

 

Responsible for the detailed design, construction, implementation, and support of telephony Speech- and DTMF-based user interface systems that meet established specifications, design criteria, quality standards and business requirements. With global Call Centers in three continents, the IVR is the callers' first point of contact, and therefore, is a mission-critical application to the organization.

 

·         Design, create and implement effective, natural language call flows with a high degree of usability.

·         Analyze and define system requirements for IVR applications to meet business requirements.

·         Prepare and maintain complete programming specifications, functional design, and technical design documents.

·         Analyze, code, test, and debug IVR programs and applications.

·         Design and implement solutions using VoiceXML, XSLT, and C# that integrate the IVR with supporting service and database layers.

·         Support testing, debugging and resolution of issues.

·         Participate in and assist with user focus groups, tuning, usability testing, refactoring, optimizing call flows.

·         Perform troubleshooting and analysis to assess root cause of application issues.

·         Make recommendations to improve operating efficiency and functionality of voice user interface.

·         Provide regular status reports to Manager of IVR Development.

·         Maintain a high degree of business functional knowledge and stay current with automated technologies and tools.

·         Adheres to all policies and procedures concerning all confidential information including but not limited to internal use and restricted information, including Protected Consumer Information (PCI) and Protected Health Information (PHI).

·         Adheres to all Company Health and Safety policies and procedures.

·         Administer duties as defined by the performance review plan within the required deadlines.

 

Qualifications:

 

·         Facility with natural language, and English in particular.

·         Excellent communication skills.

·         Excellent problem-solving skills.

·         Excellent writing skills.

·         Excellent interpersonal skills with the ability to develop cohesive working relationships with internal and external clients.

·         Strong technical, logical, analytical, and problem solving skills.

·         Strong team player and cooperative skills.

·         Strong time management and organizational skills.

·         Ability both to work independently and to take direction from manager.

·         Ability to communicate effectively, verbally and in writing, with technical, business, and management staff.

·         Flexibility to adapt to change and willing to learn and develop new skill sets as applicable.

·         Minimum of 2 years general computer software programming experience.  VXML, service-oriented architecture, object-oriented design, .NET, XSLT, and C# experience are all a plus, but not absolutely required.

·         Ability to manage multiple deliverables in a highly energized and fast-paced environment within a framework of constantly shifting deadlines and deliverables.

·         Thorough understanding of the full software development life cycle.

 

Preferred Experience:

 

·         Experience in IVR application design and development of interactive telephony systems (IVR, call flows, prompts, DTMF, ASR, Human Factors) Experience designing and developing IVR applications using VoiceXML (VXML) a plus.

·         Experience designing & developing speech-enabled applications using automatic speech recognition (ASR) highly desirable.

·         Nuance/SpeechWorks OSDM experience is a plus.

·         Experience designing human interfaces a plus.

·         Experience working in an IT development environment based on Microsoft .NET framework a plus.

·         Experience working with Web Services a plus.

·         Familiarity with Agile development practices a plus.

·         Banking and/or credit card systems (stored value systems) experience is a plus.

·         Knowledge of the Spanish language is a plus.

·         Linguistics (grammars, syntax, semantics, phonology) background a plus.

 

 

Competitive compensation and benefits package including Medical, (HMO & PPO), Dental, and Vision benefits, 401k Plan, Life Insurance, paid vacation, holidays and sick time.

 

Please refer to Position ID:  AXG-1271   

 

 

Contact:

Arnold Garlick

President, Pacific Search Consultants

arnold@...

office:  949. 366. 9000 extension 2#
www.SpeechTekJobs.com

Y! group: http://groups.yahoo.com/group/speechtechnologyjobs/

 

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