Verizon Senior Voice Designer in Cary, North Carolina

What you’ll be doing...

As a Senior UI Voice Designer, you’ll be working within our Professional Services customer-facing voice designteam to design and implement enterprise-wide Contact Center solutions for customers from many verticals. The Professional Services team implements and maintains both Verizon hosted and CPE solutions which contributemillions in Verizon revenue. The custom IVR and voice solutions are critical to our customers,so our focus is to consult with both quality and a sense of urgency in mind. The team is comprised of several professionals with decades of experience, covering multiple technologies, in Contact Center delivery. The work is sometimes donefrom a Verizon office, remotely, and (at times) from a customer location.You’ll be working within our Professional Services Cx team to design and implement enterprise-wide Contact Center solutions for customers from many verticals. The Professional Services team implements and maintains both Verizon hosted and CPE solutions which contribute to millions in Verizon revenue. The solutions are critical to our customers so our focus is consult with both quality and a sense of urgency in mind. The team is comprised of several professionals with decades of experience, covering multiple technologies, in Contact Center delivery. The work can be done from a Verizon office, remotely, and (at times) from a customer location.

In this role you will work on designing brand new custom solutions, as well as work on adding features and tuning existing solutions. You will work to find creative ways to improve our language data processing pipelines by diving deep on language and linguistics concepts in practice. You will get to create elegant, state-of-the art spoken language and multimodal interfaces for existing and upcoming projects.You'll be responsible for:

  • Conducts Pre-Sales assessments and aligns with your sales counterparts to support identified client billable opportunities.

  • Leads and assists software engineering team efforts in designing, developing, testing and implementing speech recognition and data exchange software applications for Verizon Enterprise customers, using the latest industry speech technology.

  • Strong technical leader, able to guide and mentor team members in all areas of responsibility, including speech recognition, professional communications, implementing process improvements, customer interactions, application design, and development.

  • Grammar design, grammar analysis, NLU development, and directed dialog grammar development.

  • Conducts speech recognition tuning efforts for speech projects developed for customers.

  • Works in close collaboration with Voice User Interface Designer and Solutions Engineers to understand and implement projects effectively.

  • Assists with Solution/Design documentation and tool development. Advanced Speech Voice User Interface/Interaction (UI) design and documentation.

  • Participates in requirements discovery and documentation. Requires significant organization skills and ability to store and recall large volumes of semantic and factual information.

  • Ensures established design standards are being followed.

  • Employs relationship building skills to effectively position with key client stakeholders as value-added resources and achieve trusted advisor status.

  • Effectively identifies and communicates technical considerations and impacts to internal and external stakeholders.

  • Exercises judgment and discretion in developing methods, techniques and evaluation criteria for obtaining results.

  • Publishes multiple tuning reports a year.

  • Improves large scale speech application performance for healthcare customers and enterprise customers.

What we’re looking for...

You'll need to have:

  • Bachelor's degree in a relevant field, e.g.linguistics, psychology, computational linguisticsor four or more years of work experience

  • Six or more years of relevant work experience as a voice user interface designer

  • 2+ years experience in computational linguistics, language data processing, semantics, philosophy of languageautomatic speech recognition (ASR), natural language understanding (NLU), and voice user interfaces (VUI) in general in order to provide the best possible end user experience

  • Experience in the following:

  • VUI design/testing and speech optimization

  • Pattern recognition, machine learning, linguistics, utterance classification, and signal processing knowledge

  • Working with customer to improve speech recognition rates and reduce error rates

  • VoiceXML or GRXML.

  • Experience in the following:

  • Statistical data compilation, consolidation, and analysis

  • Human computer interaction and usability studies

  • Contact Center service delivery

  • IVR speech applications, SLM, and tools

  • Experience in the following:

  • Natural Language data collection analysis and tagging, grammar analysis, NLU development, and directed dialog grammar development.

  • Writing prompt scripting for speech recognition applications

  • Experience with Nuance tuning tools (v10/v11)

Even better if you have:

  • A Master’s degree in related field(e.g. linguistics, psychology, computational linguistics)

  • Ten or more years of experience in the following:

  • VUI design/testing and speech optimization

  • Pattern recognition, machine learning, linguistics, utterance classification, and signal processing knowledge

  • Work with customer to improve speech recognition rates and reduce error rates

  • VoiceXML or GRXML

  • Seven or more years of experience in the following:

  • Statistical data compilation, consolidation, and analysis to support decision-making

  • Human computer interaction and usability studies

  • Contact Center service delivery

  • IVR speech applications, SLM, and tools

  • Five or more years of experience in the following:

  • Natural Language data collection analysis and tagging, grammar analysis, NLU development, and directed dialog grammar development

  • Writing prompt scripting for speech recognition applications

  • Subject matter expert of IVR, Natural Language, and ASR platforms

  • Omni-Channel, Chatbot, and/or Conversational IVR experience

  • Demonstrated ability to manage multiple work-streams effectively and successfully

  • Proven ability to educate customers of the principles & processes used to tune applications, options for improvement, criteria used to evaluate options, and likely outcomes

  • Demonstrated excellent customer presentation skills using PowerPoint and WebEx, as well as demonstrated technical writing skills

  • Demonstrated ability to be detail-oriented and capability to handle challenging situations effectively

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Notice(s)

Verizon will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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