Conversation Designer IVR Implementation_REMOTE(Ocassional Travel)

Dice is the leading career destination for tech experts at every stage of their careers. Our client, BURGEON IT SERVICES LLC, is seeking the following. Apply via Dice today!

Role: Conversation Designer IVR Implementation

Locations: Onsite (USA) Providence, Rhode Island (hybrid monthly travel)

Remote with occasional travel to client office.

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Domain: Product Manager / Product Owner (Chatbot)

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 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

Description:

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