Principal Chatbot Designer
Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in healthcare, telecommunications, automotive, financial services, retail, and more – to create stronger relationships and better experiences for their customers.
Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.
The Principal Chatbot Designer will own and influence the design of AI chat bot solutions with Fortune 100 companies, designing the user experience for web/mobile-based virtual assistants (VAs). The Chatbot Designer is part of a multi-disciplinary team of colleagues and domain experts and focuses on discovering user requirements, matching those needs against customer goals, and building and optimizing VAs from the ground up. Among other activities, the Chatbot Designer validates functionality choices, designs intuitive and adaptive dialog flows, build dialogs, anticipate user responses, and define and optimizes grammars. Chatbot Designers are expected to lead projects alongside a Project Manager and must be comfortable guiding the internal and client teams to the best outcome. As a Chatbot Designer, you will need to learn about user populations and work effectively with customers on each engagement, while simultaneously working toward the customer's financial goals and remaining the authority on best practices in user-centered VA design.
Principal Duties and Responsibilities
•Understand and adhere to SOW requirements while working toward the VA’s mission, as well as client expectations and success measures, with an eye on measurable long-term ROI
•Own the overall design of the VA’s Intents, leveraging customer data analysis and partnering with Speech Science
•Create and build clear designs that offer an ideal user experience while promoting the transition of the VA to an internal optimization team once deployed – Iterative improvement is key
•Understand and own reporting and metrics to ensure tracking of elements that will improve performance and allow for evaluation of VA successes
•Drive solutions that are scalable and comprehensible by non-developers, including customers
•Own implementation of all dialog elements
•Document dialog content, incorporating text, diagrams, and mockups, and advise others (including QA) on how to interpret documentation
•Own resolution of dialog-related bugs
•Lead VA pre-launch training for comprehension and dialog improvement
•Serve as the point person to help resolve issues and reply to customer concerns
•Train clients on the use of the proprietary tool suite: content management, grammar management, and analytics platform
•Lead conversation reviews with clients and coordinate delivery of go live reporting
•Espouse best practices on all levels: design to meet goals with an eye on the bigger picture for the client and future expansion
•Communicate with the graphical UI team
•Use proprietary tools knowledge to help the larger team triage and resolve issues
•Mentor and coordinate the work of related Content, Development, and Speech Science roles
•Maintain familiarity with other products to ensure thought and design leadership
•Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for secure
Knowledge, Skills and Qualifications
•BA / BS or equivalent experience in human factors engineering, product interface design, linguistics, cognitive science, experimental psychology, technical writing, or a related field
Minimum years of work experience:
8 years. Fewer years accepted where clear aptitude for the role is demonstrated
•Professional writing experience
•Experience creating User Interface / User Experience designs for web and mobile
•Experience with dialog or Voice User Interface design
•Creativity, strong logic skills, and the ability to work in a dynamic, challenging, and consultative environment
•Native-level English fluency
•Strong Microsoft Windows and Office suite skills
•Metrics-driven: Understand and leverage metrics and translate them into business value
•Strong analytical skills: Perform detailed analysis of performance and trends to provide insight and recommendations
•Strong communication skills and the ability to develop and confidently deliver polished presentations to customers and internal teams, using differing modes of communication
•Experience in a customer-facing role on-site or remote with external customers.
•Demonstrated experience in stakeholder management, building partnerships and managing and interacting with clients and internal stakeholders of different levels
•Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base
•Ability to travel up to 15%
•Experience with any analytical tools e.g. Google Analytics
•Natural Language Understanding
•Previous experience in web content management, process mapping, or business process improvement
•Fluency in another language, specifically in the written language but also spoken
Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.
Nuance Communication Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.