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About the role
- Voice UI Designer at Genesys focusing on voice user interface and conversational AI design. Collaborating with teams to enhance customer experience through self-service solutions and technology leverage.
Responsibilities
- Lead discovery processes within the Self-service and AI team to understand customer needs and identify optimal self-service solutions
- Conduct customer workshops to design tailored solutions leveraging Genesys and third-party products
- Document and estimate self-service solutions with attention to technical feasibility and business requirements
- Create and maintain sophisticated conversational design flows that optimize for intent detection, speech recognition, and directed dialogue
- Design seamless handoff experiences from automated systems to human agents
- Develop IVR solutions, bots, and routing applications for both speech and chat interactions
- Collaborate with Genesys technical teams and business partners throughout the development lifecycle
- Present and demonstrate proposed IVR solutions to stakeholders and clients
- Adjust and update solution logic based on feedback and requirements changes
- Conduct knowledge transfer sessions upon project completion
- Facilitate solution adoption and ensure client success
- Stay current with evolving Genesys self-service technology and third-party bot platforms
- Maintain expertise in AI technologies supported by professional services
- Provide feedback to product teams regarding APIs, product features, documentation, and architectural improvements
- Create accurate development effort estimates in partnership with sales teams, engagement directors, and project managers
- Collaborate effectively with cross-functional teams including sales, technical implementation, and regional management
Requirements
- 3-5 years of experience in voice UI design, conversational AI, or related field
- Proven experience with IVR design and implementation
- Strong understanding of speech recognition, natural language processing, and intent detection technologies
- Experience with Genesys platform or similar contact center technologies
- Proficiency in creating conversation flows and dialogue management
- Knowledge of bot development platforms and AI/ML technologies
- Understanding of API integration and technical architecture principles
- Experience with customer workshop facilitation and solution presentation
- Ability to translate business requirements into technical specifications
Benefits
- Medical, Dental, and Vision Insurance.
- Telehealth coverage
- Flexible work schedules and work from home opportunities
- Development and career growth opportunities
- Open Time Off in addition to 10 paid holidays
- 401(k) matching program
- Adoption Assistance
- Fertility treatments
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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