Voice User Interface Designer -Conversational IVR

TD

Toronto, Ontario, Canada

Full-time

Conversation Design

Sep 4

TD Description

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Department Overview

Building a World-Class, Diverse and Inclusive Technology Team

Business Shared Services Technology plans, delivers and operates leading technologies to the Contact Centre organizations across all lines of business at TD, in Canada and in the US. As TD is planning the design and deployment of the next wave of technologies advancements in this field, the organization is looking for exceptional professionals to join the new program team that will lead this technology and business transformation.


You will be working within a high-profile initiative, dealing with a range of technologies and experts, solution architects, voice and data engineers, developers, testers and application specialists from the bank and our partners

 

Job Description

About This Role

As a member of the Business Shared Services Technology (BSST) team, Voice User Interface (VUI) Designer - Conversational IVR will be responsible for Voice User Interface, conversation experience and voice interaction. This role will be part of a large transformational program team that will enable many lines of business in the enterprise. It is central for enabling meaningful and personalized customer experience in the assisted service channels (IVR) and will lead the organization in adopting increasingly advanced capabilities.

  • Take business, Enterprise Architecture, system performance (special focus on end to end performance) and development standards requirements, then develop functional, technical and voice user interface designs for an application and/or system.
  • Create seamless and natural interactions for IVR focusing on human language, conversations and interactions
  • Write content for IVR based on business requirements for Virtual assistants, BOTs and other conversational interfaces / applications
  • Build customer journeys, showcase them through prototypes and enhance to maintain key KPIs (containment rates, transfers)
  • Review technical deliverables for quality throughout detailed design and development phase, identify gaps or redesign as needed.
  • Define metrics and performance goals with technology partners and peers.
  • Deliver effective and efficient solutions by meeting milestones and ensuring project deliverables are on time, within budget, and adhere to the corporate quality and security standards.
  • Conduct code reviews to address quality, standards compliance, reusability and ease of maintenance, Operational Readiness Reviews, and support gating and review sign-offs for solution design.
  • Develop, implement, support and improve solutions/processes that maximize system availability, efficiency/ effectiveness and minimize/prevent problems/ issues
  • Collaborate and interact directly with design, business and technology partners. Covers technical planning, integration, systems analysis, design, development, unit and component systems testing and support-maintenance
  • Assist testing teams in translating requirements and use cases into test conditions and expected results for product, performance, user acceptance, and operational acceptance testing
  • Gain knowledge in own area, stay abreast of technology trends and developments, develop expertise in TD services, applications, infrastructure, analytical tools and techniques, business domains and their products and services
  • Work with vendors to support business case development (consistent with technology requirements and guidelines) including benefits identification, RFI/RFP and service level agreements


 

Job Requirements

What can you bring to TD? Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention. It helps if you have:

  • Undergraduate Degree or Technical Certificate (Graduate degree preferred)
  • 2+ years relevant experience in designing VUI preferably in Contact Center domain
  • 5 years of experience with a proven track record of requirements gathering (functional, non-functional and technical) and design thinking for technology implementations in Contact Center domain
  • Extensive experience in flow designing, linguistics and building conversations around use cases
  • Working experience with Natural Language Understanding (NLU) tools and products (Google, Nuance, Microsoft, IBM, Amazon etc..), analysis of speech, speech repair and fine tuning of NLU
  • An understanding of workflow-based logic and the ability to both understand a business process from a workflow diagram, and to illustrate a written process description as a workflow diagram
  • In depth knowledge of Telephony platforms (Genesys, Cisco), IVR, Genesys PureEngage, Google Dialogflow, Speech Recognition, Text-to-Speech applications, PBX integration, ACD, Skill Routing and CTI for Agent desktop
  • Working knowledge of AWS, Google Cloud and Microsoft Azure.
  • Familiarity with tools like JIRA, Cyara and Confluence
  • Experience working within a large-scale Enterprise environment (preferably financial industry)
  • Experience and comfort level acting as a subject matter expert and consultant.
  • Hands-on experience with various SDLC including waterfall, agile and extreme methodologies
  • Readiness and motivation to work autonomously in a lead capacity on a diverse range of activities (e.g. design, support of technical business solutions)
  • Strength in identifying root causes and implementing targeted and controlled remediation plans
  • Self-motivated team player with high energy and ability to work independently as well as within a team
  • Strong verbal and written communication skills are essential

Additional Information

Join in on what others in TD Technology Solutions are doing:

  • Inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.
  • Learn voraciously, stretch your thinking,

Inclusiveness


At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

 

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Job Family

Application/System Development

Job Category - Primary

Technology Solutions

Job Category(s)

Technology Solutions

Hours

37.5

Business Line

Corporate

Time Type

Full Time

Employment Type

Regular

Country

Canada

**Province/State (Primary)

Ontario

City (Primary)

Toronto

Work Location

TD Centre - South - 79 Wellington Street West

Job Expires

30-Sep-2022

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