Junior Customer Experience Consultant

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering #Experiences that Matter.

Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services. We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers. Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success.

We’re focused on Innovation without Disruption, removing barriers, and placing our customers best interests at the forefront of everything we do. The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility.

We aren’t just focused on customer experience, we also prioritize the employee experience, and we work hard to engage and empower our people throughout their career with us. We’re seeking the best diverse talent to shape and transform how the world connects. Find out more at Careers at Avaya.

ABOUT THE OPPORTUNITY

The Junior Customer Experience Consultant creates, evaluates, modifies and optimizes user interfaces across all types of voice and digital communication channels to address the enterprise-wide opportunities of Avaya customers.  To be successful in this role you will be a self-starting team player designing and driving collaborative, multi-channel solutions, while establishing and applying best practices in software design, usability processes, grammar development and application tuning in support of the optimal user experience.

• works as a trusted advisor with the customer in identifying business problems and use cases across multiple communication technologies including Social Media, Async Messaging, Video, Chat, Email, SMS, and Voice.
• enhances existing systems by analyzing and identifying areas for improvement/modification
• assists in establishing and applying software design/usability best practices for user interfaces 
• meets customer and business goals as an individual and a member of a cross functional project team
• gathers and analyzes caller and business requirements used to design successful applications
• creates user interface requirements documents, functional specifications and other business related documents
• develops and presents call flow and messaging to accomplish business and caller satisfaction goals
• consults with (internal and/or external) customers on the branding of custom applications (including, for example, analysis of a customer’s marketing strategy and touch-points) resulting in the development of corresponding personas
• helps customer select voice talent in line with the persona developed.  Coaches voice talent during message recording sessions.  
• collaborates with solution architects and developers to ensure compliance with application design objectives
• provides usability support to product teams, including the analysis and investigation of applications/systems, including graphical, web, multimedia, voice response, and conversational user interfaces 
• develops ASR lexicons, TTS dictionaries, simple and complex ASR grammars, including SSM/SLM grammars.
• supports and executes speech application tuning optimization including both speech-recognition and caller experience optimization
• supports and executes TTS tuning to optimize segment selection and transitions
• exercises judgment in methods, techniques, and evaluation criteria for obtaining exceptional results
• collaborates closely with other team members in a virtual work environment
• demonstrates problem-solving and lateral thinking as part of a team, or individually
• contributes to the development of company objectives and principles and achieves goals in creative and effective ways
• shares new knowledge and lessons learned as training for other team members
• mentors others as a technical subject matter expert
• translates complex concepts and designs into simple to follow examples

ABOUT YOU

• Proven background in user-centric human factors design best practices
• Background with voice-enabled applications a plus.
• Must be comfortable speaking/presenting content
• Must be detail oriented. 
• Time management and self-management skills expected.
• Must be effective in a virtual working environment.
• User Interface Design, Human Factors Engineering, and Dialog Design experience a plus.
• Must have a strong customer focus
• Ability to present oneself in a professional manner at all times.  
• Cross-organizational effectiveness and thought leadership.
• Knowledge of VXML, SRGS and SISR standards, lexicon development, GRXML grammar development, usability testing, voice biometrics and/or speech application tuning is a plus.
• Excellent English oral and written skills; additional language competency or Linguistics background a plus. 
• Up to 25% travel may be required occasionally.
• Requires a Bachelor's degree in Human Factors Engineering, Computer Science, Computational Linguistics, Business Processes/Analysis, or a related field, plus proven work-related experience.
   

COMPENSATION

Supports clients in identifying, analyzing, and resolving simple problems with business communication systems. May provide remote or on-site post-sales support of routine to moderately complex software, remote diagnostic capabilities, systems, sub-systems and/or applications for customers or field personnel. May include supporting 3rd party products and occasional on-site support. Goals and objectives are assigned by an immediate supervisor. Work performed depends on others for instruction, guidance, and direction. Deals with routine to moderately complex problems or issues.

Experience

Education

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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf). #LI-LD1