- Chicago, Illinois, United States
- Senior
- $90K–$117K per year
- 2+ years
Owns the user experience architecture and linguistic logic for all customer-facing automated channels across voice, digital chat, and messaging.
Compensation
The base pay range for this role is $89,965.00 to $117,212.00. The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.
Responsibilities
- Architect, diagram, and design conversational interactions, logic trees, fallback behaviors, and state-machine flows for both voice and digital channels
- Ensure automated journeys are structured to achieve full resolution within the channel with high CSAT
- Craft all user-facing interactions, ensuring automation tone, vocabulary, and personality are consistent with the brand voice
- Write optimized, natural prompts for voice and chat/messaging channels that are universally understood, concise, and inclusive
- Partner with Product Managers to continuously audit and optimize the Natural Language Understanding (NLU) model
Requirements
- Bachelor's degree
- Nice to have: Master's degree
- Nice to have: advanced specialization in computational linguistics, HCI, or digital interaction design
- Nice to have: certificate from conversational design institute
- Nice to have: experience designing both voice and chat interfaces within a high volume contact center