IVR Conversational Designer @ Remote

Position: IVR Conversational Designer

Location: Remote

Duration: Long Term Contract

Mandatory skills

• Experience designing for cross channel experiences
• Understanding of machine learning and AI interfaces
• Effective communication and storytelling skills
• Proficiency with design tools and conversation platforms, such as Figma, DialogFlow, Amazon Lex
• Experience in prompt engineering and working with LLM and RAG systems
• Familiarity with working in an established design system
• Understanding of content strategy and design principles
• UX research and testing background, interviewing end users

Desired/ Secondary skills

• 5+ years of experience in product management, ideally within the financial services or consumer technology sector.
• Experience working in an Agile environment, and familiarity with Agile methodologies
• Strong understanding of banking products, services, and regulatory requirements.
• Excellent communication and stakeholder management skills
• We are looking for an experienced Conversational designer for IVR implementation program at a regional US Bank

Key Requirements

• Deep knowledge in IVR implementations
• Collaborate with engineering, product, and business teams to inform intuitive and engaging customer experiences
• Design conversational flows, wireframes, and mockups for new and existing interactions across a variety of channels (chatbots, IVR, voice)
• Advocate for the customer through human-centered research methodologies
• Create new guidelines, best practices and build a stronger foundation of conversational design principles
• Complete analysis of existing conversation paths to discover improvement opportunities in both conversation and expansion of AI or Machine Learning
• Champion prioritization of design centered product enhancements grounded in research and analysis
• Collaborate closely with Tech partners to leverage new machine learning, AI platforms, and NLP to build engaging cross channel conversational experiences.
• Scope requests, develop and communicate a level of effort, plan work in a team environment, adjust quickly to changes or new information, and escalate when necessary.
• Possesses in-depth knowledge of conversational AI design, User Experience (UX), Customer Experience (CX), and technical standards. Applies those standards to achieve business results while keeping up with latest industry trends.
• Exhibits in-depth knowledge of the conversational AI design and business and uses that enhance business operations across the enterprise.

Qualifications

• 5+ years of experience in conversational design
• Application of Natural Language Processing and Conversation Design principles used in successful creation of customer facing voice/chat experiences
• Expertise and background in analysis of conversational flows and surveys

Thanks & Regards

Rakesh Vangala

Team Lead

Burgeon IT Services LLC.

Email Id: OR

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