Head of Conversational Design
Who is Interactions?
Interactions, LLC is the world’s largest independent AI company. We operate at the intersection of customer experience and AI – two of today’s most innovative and dynamic industries. Since 2004, we’ve helped leading companies like MetLife, Citi, Shutterfly, and LifeLock have millions of successful conversations, resulting in saving operational cost and increasing productivity.
Interactions’ 5-year vision is to accelerate a transition from today’s frustrating and uninspired customer service experiences into amazing conversational engagements! Allowing customers to communicate in their own words and on their channel of choice, to accomplish tasks, all without having to go through an agent. In doing this via our conversational AI engine, our customers benefit from dramatically improved customer experience and increased customer engagement, while also saving significant and demonstrable operational expenses.
Job Description
As a member of our Professional Services team, you will be engaging with customers to drive implementation and adoption and ensure our customers' success.
The Head of Conversational Design is responsible for establishing, measuring, evolving, and championing standards and best practices for User Centric design within Interactions Conversational AI implementations.
They will be involved with prospects and clients at both the executive and operational levels to demonstrate capability and innovation in the areas of User Experience, VUI, Dialog and business rule design, as well as steering the internal Design team (and the wider delivery teams) toward continued delivery of outstanding outcomes in these areas.
Essential Job Functions:
Other Duties and Responsibilities:
Serve as thought leader in the area of conversational experience, user centric design methodology, and design best practices for Interactions.
Act as a strong evangelist for the importance of Caller Experience and Conversational Design as core elements of the Interactions IVA both internally and externally.
Responsible for establishment, deployment, and continued evolution of Best Practices for the Design function.
Develop and implement metrics that track the success (both in terms of experience and outcomes) of application deployments and ongoing implementations.
Maintain, evolve, and promote the Interactions’ brand caller experience.
Work with Marketing to establish Interactions as thought leader in Conversation IVA Design
Remain abreast of industry progress in delivering natural language voice applications to ensure that relevant processes and technologies are adopted within our teams.
Serve in a consultative capacity to sales with prospective clients during pre-sales engagements.
Provide leadership in design process and contribute to continuous improvement and optimization to drive obtainment of business case metrics and improvement of KPI’s.
Facilitate improved documentation of application designs using artifacts that are consumable by both internal staff and client SMEs.
Responsible for the design and delivery of application vision clips.
Publish Whitepapers and Host Webinars on Design Practices in conjunction with Product and Marketing Organizations
Work with Product Management in areas of design productization for goto market solutions
Collaboration with our Voice Talent team on persona design and recording implementation for bespoke and concatenated audio, as well as with our product team on continued evolution, tuning and usage of our TTS capabilities
Collaborate with the Interactions Product team on continued invention and improvement of our graphical VUI design tool, and on opportunities for accelerating delivery via the implementation of universal, configurable, elements of VUI and business process design.
Assist in the mentoring and development of the Interactions Design team.
Ability to demonstrate Interactions Values of:
Being passionate about customer service.
Obsessing with our customer’s success.
Respecting each other.
Creating opportunity.
Embracing disruption.
Doing what say we will do.
Preparation, Knowledge, Skills and Abilities: Required:
- Bachelor’s Degree.
- Ten plus years of relevant experience.
- Excellent written and spoken communication skills.
- Conversational Design expertise.
- Demonstrated ability to facilitate group discussions with clients and internal teams involving complex business rules and the logical relationships between them.
- Proven ability to work and communicate effectively with senior level executives.
- Travel as required.
Working Conditions/Physical Demands:
- Up to 25% travel may be required.
- General office environment. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within the office environment, with standard office equipment available.
- While performing the duties of this job, the employee is required to sit or stand for long periods, use hands and fingers for typing and to handle computer controls. Heavy phone and computer usage is required for this position.
Why Work at Interactions?
We've created a culture of people who are dedicated to helping each other and the company succeed. We take time to celebrate wins and recognize accomplishments. Whether it’s a seasonal event or friendly competition, we’re always thinking of new ways to have fun.
Our team's health and well-being is important to us. In addition to a full suite of benefits, we offer 5 weeks of time off with pay, 401k matching, paid parental leave and flexible work schedules. We are all committed to the company’s success by being valued shareowners and are incentivized through individual performance and company results. Come join us!
Interactions is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, marital status, age, disability or protected veteran status, or any other characteristic protected by law.