VUI Designer

VUI Designer

Open to fully remote

5 months Contract

PROJECT: IVR VUI Team - We’re looking for a highly motivated VUI Designer to join our team. You will be a critical member of our global operations team in support of 40+ IVR applications in a very complex and large-scale environment.

IDEAL BACKGROUND:

The ideal candidate has a background in UX/UI or IVR conversational design. Strongly skilled in using Vision

• Create Grammar VUI Documentation, this should be a stock, mandatory component of all of our designs. (Design Standards)- Never block the exit for the caller
- Do not confirm prompt for high confidence- ETC…

• Create standard Process and Procedures to include but not limited to:

• Wav Management
• Creation
• Swap
• Verbiage check
• Coaching the voice talent

• Create a standard VUI template to include but not limited to:

• Ensure detailed VUI design is documented
• Ensure design includes from the time the caller says hello to the time the caller hangs up or decides to route to an Agent

• Basic intake requirements for features and user stories

• Journey Map templates
- Before & After IVR experience to show value story and impact

• Create and own the NL Main Menu for all UHG IVR's

- Monthly Audit

- Monthly findings & recommendations report to Executive Leadership

• Quality check all VUI designs to ensure design standards have been met

• Create and maintain assigned self-service module and/or modules to include but not limited to:

• Create first in class voice experience for UHC self service
• Create and maintain Journey maps
• Create and maintain end to end detailed and high-level executive flow to include but not limited to:
• From the time the caller is greeted to the time they hang up in the IVR or transfer to an Agent
• Audit each self service module monthly for the following:
• Self Service Success
• Containment Rate
• Error Rate (NI; NM)
• Grammar data

• Own Wav File intake & Process to include but not limited to:

• Review of proposed script to ensure it is on a 5th grade reading level and has optimal wording for buy in
• Coach the voice talent in each session.