Voice User Interface (VUI) Designer - Minnetonka, MN

If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work. (sm)

This role will support the UnitedHealthcare Call Technologies business team with primary focus on the Advocate4Me service model.   The Call Technologies team provides business support for telecom technologies including IVR (Interactive Voice Response) and Desktop.  Our innovative solutions simplify and personalize caller experiences in the IVR and Desktop technologies and better equip our call center agents to support their delivery of excellent customer service.    The Call Technologies team is critical to implementing that service model for customers. 

The Voice User Interface (VUI) Designer will drive new and existing IVR functionality & call experience design for: consumer, provider, broker and employer experiences in commercial, Medicare and Medicaid lines .  This individual creates the call flow scripting and IVR call flow designs supporting 27 unique IVR applications in UHC's Enterprise Voice Portal (EVP), ICNI, ACD and PBX systems.  You will support IVR requirements, design, development, testing, and tuning support.  The team supports new innovation and ongoing business changes.  This role is critical to delivering IVR call flow design for UHC capital funded projects, new business and blue chip service models.  This individual creates, monitors, and analyzes voice of the Customer feedback through IVR, UES and JDP survey responses.  This role also supports leadership analysis projects for innovation and secret shopper results.

A Voice User Interface (VUI) Designer creates adaptive interfaces for state-of-the-art, IVR speech solutions. This creative team member gathers and interprets business requirements to identify appropriate features, develop a logical and adaptive call flow, write natural and conversational system prompts, and anticipate user responses. A designer helps create the verbiage and persona in the prompts as well as coaching the professional voice talent in the recording sessions. The designer communicates the design and creates a detailed design specification document that directs call flow and grammar development. The VUI designer also plays an integral part in some aspects of application tuning.

REPONSIBILITIES:

• Review business requirements


• Represent the caller's point of view in requirement analysis


• Create high level design documentation


• Prepare sample dialogs


• Create directed dialog and natural language call flows


• Write detail design specifications


• Update current design documents with the required call flow changes to meet business requirements


• Walk thru design updates with business and IT partners


• Incorporate usability and usage data to refine design


• Include technical components to call flow design


• Create wav file order request with coaching notes


• Work with professional voice talent


• Participate in secret shopper analysis and identify recommendations


• Identify innovation and enhancement ideas to meet the caller needs and business strategic objectives


• Submit all design updates within the required project milestone timeframes


• Contribute to business cases for enhancements


• Review and analyze post IVR survey results


• Usability testing


• Grammar review


• Represent current industry best practices


• Ability to design in both waterfall, Agile and blended initiatives


• Thought leadership


• Consensus building


• Uses ability to design cross channel/integrated call experiences using: SMS, email, web, mobile and chat

RELATIONSHIPS:

• Works on cross functional teams


• Collaborates with Project managers, Business Analysts, System Analysts and Developers on solutions


• Presents high level call flow designs to business stakeholders


• Interacts with vendors on product development


• Communicate with all levels of the organization: business, technical & executive

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  1+ years of Business Analysis experience



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  2+ years of experience in data analysis



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  Call Technologies or IVR experience



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  Demonstrated ability to communicate ideas clearly and concisely (written and oral)



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  Intermediate proficiency with Visio



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  Ability to design cross channel/integrated call experiences using: SMS, email, web, mobile and chat



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  Ability to influence without formal authority and capture attention of high level leaders 



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  Ability to work in a collaborative, results orientated environment



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  Comfortable supporting complex projects and less structured tasks



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  Time management, organizational and prioritization skills



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  Intermediate proficiency with Microsoft Word, Excel and PowerPoint