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Principal VUI Designer - Optum
United States (Boise)
Full-time

Combine two of the fastest-growing fields on the planet with culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that’s improving the lives of millions. Here, innovation isn’t about another gadget, it’s about making health care data available wherever and whenever people need it, safely and reliable. There’s no room for error. Join us and start doing your life’s best work. (sm)

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities
• Create Grammar VUI Documentation, this should be a stock, mandatory component of all of our designs. (Design Standards)
- Never block the exit for the caller
- Do not confirm prompt for high confidence
- ETC…
• Create standard Process and Procedures to include but not limited to:
- Wav Management
- Creation
- Swap
- Verbiage check
- Coaching the voice talent
• Create a standard VUI template to include but not limited to:
- Ensure detailed VUI design is documented
- Ensure design includes from the time the caller says hello to the time the caller hangs up or decides to route to an Agent
• Basic intake requirements for features and user stories
• Journey Map templates
Before & After IVR experience to show value story and impact
• Create and own the NL Main Menu for all UHG IVR’s
- Monthly Audit
- Monthly findings & recommendations report to Executive Leadership
• Quality check all VUI designs to ensure design standards have been met

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications
• 5+ years of IT Project Management experience
• 5+ years of healthcare experience
• 3+ years of Call Center experience
• 3+ years of VUI/IVR design experience
Experience working in an Agile environment
• NLU experience
• If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained.

Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.(sm)

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