IVR Conversational Designer
IVR Conversational Designer
Posted on :
29-09-2024
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Job Description
Overview: As an IVR Conversational Designer you will be responsible for designing and developing effective and userfriendly IVR systems. Your role involves creating conversational flows scripting dialogues and optimizing user interactions to ensure seamless and satisfying customer experiences.
Key Responsibilities:
- Design and Development:
- Create and design conversational flows for IVR systems ensuring clarity efficiency and userfriendliness.
- Develop scripts and dialogues for various customer scenarios balancing functionality and natural language.
- Collaborate with stakeholders to understand business requirements and translate them into IVR design specifications.
- User Experience (UX) Optimization:
- Conduct user research and usability testing to gather insights and improve IVR interactions.
- Continuously analyze user feedback and performance metrics to refine and enhance conversational designs.
- Ensure the IVR system is accessible and inclusive catering to a diverse customer base.
- Collaboration and Communication:
- Work closely with crossfunctional teams including developers product managers legal compliance and customer support to align IVR designs with overall business goals.
- Communicate design concepts and rationale effectively to stakeholders and team members.
- Stay updated with industry trends and best practices in conversational design and IVR technology.
- Quality Assurance:
- Test and troubleshoot IVR systems to ensure they function correctly and meet design specifications.
- Implement and maintain documentation for IVR designs including flowcharts scripts and user guides.
- Monitor system performance and recommend improvements based on analytics and user feedback.
Qualifications:
- Proven experience in designing IVR systems or conversational interfaces.
- Strong understanding of natural language processing (NLP) and voice user interface (VUI) design principles.
- Proficiency in IVR design tools and platforms (e.g. Amazon Connect Twilio Genesys Avaya).
- Excellent written and verbal communication skills.
- Ability to think creatively and analytically to solve complex problems.
- Strong attention to detail and a passion for creating exceptional user experiences.
- Familiarity with speech recognition technologies and AIdriven conversational agents.
- Knowledge of customer service processes and call center operations.
- Certification in UX design or related fields.
Employment Type
Full Time
Key Skills
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