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Senior Customer Experience Consultant - Remote U.S.

Date:  Jun 26, 2022

Richmond, VA, US

Requisition ID:  32537

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). 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. Learn more at


Applicants must already be located in the U.S. and roles are not eligible for sponsorship.  The Senior 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.



#LI- Remote


  • 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.
  • Provides thought leadership in the strategic design process and translates business needs into optimal user interface designs, preparing user interface documentation for developers and assisting with development of test plans
  • Enhances existing systems by analyzing and identifying areas for improvement/modification
  • Possesses project leadership responsibilities for complex projects
  • 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



•    Proven applied experience with 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 skills expected.
•    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.


   (Colorado only*) Minimum salary of $107,000.00 + bonus + benefits.

  • Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.


5 - 8 Years of Experience


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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 and applicable Privacy Statement relevant to this job posting accessible at For Job Postings within European GDPR Countries you can access this document for additional Data Privacy Information:

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