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Pindrop // multi-factor anti-fraud & authentication solns
Design, Full Time    Atlanta, GA, Remote - US    Posted: Saturday, March 27, 2021
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VUI/Voice (User) Interface Designer/(Technical)Voice Channel

The Designer/IVR Business Analyst will help our customers design & build
personalized & secure voice channel user interfaces utilizing Pindrop's
latest fraud detection & authentication products. If you are passionate
about making voice the world's most secure interface while delivering
exceptional customer experiences, we are looking for you.

what youll do

  • Analyze customer call flows, scripts & agent processes to
    identify opportunities to decrease friction, secure high risk
    transactions, & reduce average handle time with Pindrop's
  • Create detailed call flow designs for IVR & agent interactions
    depicting Pindrops API integrations, operationalization of Pindrops
    fraud & authentication data, & recommendations to improve
    the customer & agent experience
  • Evangelize best practices in design presentations to delight
  • Leverage iterative design principles & usability testing of call
    flows to constantly improve the quality & functionality of the
  • Collaborate with the Product, Engineering, Research & Business
    Intelligence teams to optimize Pindrop's performance within
    customer environments
  • Support Sales teams in the creation of vision scripts & sample
    call flows to showcase Pindrop's capabilities & demonstrate
    value to our customers
  • Create & evaluate design specifications to ensure they meet or
    exceed customer expectations & achieve expected ROI
  • Provide testing support & validation during client implementation
  • Support customers post-delivery with data-based analysis to
    ensure continued & expanding use of our products

who you are

  • 3-7 years voice interface design or relevant experience
  • Deep knowledge of IVR platforms & call flow design (cloud and
    on premise environments)
  • Familiarity with contact center environments
  • Proven ability to work with ambiguity & competing priorities
  • Ability to multi-task while performing varied tasks across many
  • Experience designing with a variety of voice channel tools and
    applications including Lucidchart, Visio, & standard Microsoft
    Office products
  • Experience debugging voice user interfaces, responding to defect
    reports & providing recommendations for tuning enhancements
  • Proven track record of successful & timely work product delivery
  • Demonstrated technical knowledge including API usage & data
  • Strong client facing communication skills (written & verbal)
  • Established internal cross team collaboration abilities
  • A self-starter with the ability work independently but knows when to
    ask questions
  • Curious with proven creative & critical thinking capabilities with a
    drive to optimize
  • Experience with emerging technologies such as Conversational AI
    as well as legacy IVR platforms ideal
  • Familiarity with use of Computer Telephony Integration principles
    to enable efficient & expedited interactions for callers and
    contact center agents
  • BS in Computer Science, Linguistics or relevant discipline
  • Prior experience in a start-up environment strongly desired

what we offer

As a part of Pindrop, youll have a direct impact on our growing list of products & thus the future of security in the voice driven economy. We hire great people & take care of them. Heres a snapshot of benefits we offer:

who we are

Pindrop is a company founded on research & continues to innovate new ideas to market. Our solutions are leading the way to the future of voice by establishing the standard for security, identity, & trust. Pindrop products secure the future of voice, making technology more human from the call center to IoT devices.

what we live by

Pindrop is driven by our DEPTH values. These are reflected in our goals & the base of our teams peer awards.

Act with Deliberate urgency.
Create Evangelical customers.
Passionate about the fight.
Playing for the Team.
Make Hard easy.

Pindrop is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status; & will not be discriminated against on the basis of disability. 

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