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Director of Voice User Interface - ModivCare
United States (Jacksonville)
Full-time

The Director, Voice User Interface (VUI) is responsible for leading a team of Product, Operations and Process Owners to drive transformational new products and capabilities to deliver solutions in digital healthcare. You will have proven experience in driving transformation and change in the IVR/IVA world to dramatically increase containment and usage of the IVA. You will bring customer-centric design and development principles to help identify and articulate the Vision for our Interactive Voice Assistant (IVA) named MARA! You will lead a team of UX designers, researchers, content creators, and technologists who are passionate about making high quality, user-centered experiences. You will bring MARA to life and develop her persona to help members in the healthcare space live better lives. You'll collaborate with Product Managers, software engineers, client experience teams, Call center leaders, patients, and clients to make products you'll be proud of and drive results.

We need you to evolve our thinking, capability and skills around voice-enabled technology and natural language processing tools to drastically increase the engagement and capture of our customers in our IVA.

Essential Functions
• Drive change and increased usage/capture of calls in the IVA
• Develop KPIs, metrics and tracking methodologies to track progress in containment and usage of the IVA
• Provide Design leadership, guidance, and direction to our VUI Design team
• Produce and direct the creation of IVR/IVA phone calls emphasizing user flow, context, interactions, performance, and tone
• Work collaboratively with IVR/IVA Developers to create user-centered voice interactions
• Ensure we are using sound design methodologies rooted in human factors, cognitive & behavioral science, linguistics, and UX
• Ensure we are using scalable design processes and approaches without compromising key experience principles
• Use research, data, and analytics to inform and continually improve our IVR and other voice applications and products
• Provide technical and design consultation to business and strategic development partners focused on voice products
• Be an advocate for voice-based technology and solutions across the organization
• Provide feedback and subject-matter expertise for emerging voice-based products across the portfolio
• Contribute to a strategic vision for voice-based products and help create compelling demonstrations of voice technologies
• Performs other duties as assigned by manager.

Education & Experience
• Bachelor's Degree in Business, Computer Science or a related field and/or equivalent work experience expected
• 10-12+ years' experience working on B2B or B2B2C, SAAS-based Voice-Enabled Technologies
• Scrum / agile certification a plus
• Experience in a healthcare-related field a plus
Experience in any of the following tools preferred:
Five9
• Google Natural Language Processing (NLP) Platform
• JIRA / Confluence

Skills
• Ability to work effectively with geographically distributed teams
• Ability to work with large call center operations and leaders to drive results around Key Performance Indicators and metrics
• Agile methodologies
• Prioritizing requirements
• Preparing presentations for all levels of stakeholders, from colleagues to C-level

We value our team members and realize the importance of benefits for you and your family.

ModivCare offers a comprehensive benefits package to include the following:

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!!)

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