Sr Lead Customer Experience Strategist at AT&T Careers - AT&T Careers
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Sr Lead Customer Experience Strategist

Dallas, Texas


AT&T is leading the way to the future – for customers, businesses and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. With a network that covers 225 countries,

including more than 120 million customers, we’d say we’re well on our way. Together, we’ve built a premier integrated communications company and an amazing place to work and grow. Team up with industry innovators every

time you walk into work, creating the world you always imagined. So what do you say? Let’s do great things together.

Overall Purpose:

Focuses on the customer experience piece of voice virtual assistant. This includes both the voice and conversational flow of how a user will interact with voice virtual assistant.Responsible for roadmap, development, and tuning of voice and conversation flow.

Key Roles and Responsibilities:

Develop and execute on a vision of rich and fulfilling conversational experiences for the voice virtual assistant (VVA).

Craft storyboards, mockups and conversation flows to effectively communicate chat and voice interaction and design ideas.

Create detailed, comprehensive voice user interface (VUI) design specifications in collaboration with engineering. Define and extend conversational and voice personas for VVA applications.

Help define and tune the voice of the VVA.

Evaluate usability and audio consistency of existing conversation flows and recommend design optimization opportunities.

Monitor utterances and improve entities (initially single language, potentially multi-language environment).

Contribute to guidelines, best practices, reference artifacts, and resources to support all of our teams to assist in conversational and VUI design.

Additional suggested skills:

•         Cloud-based conversation flow design and UX design experience.

Expertise in speech synthesis and artificial production of human speech.

Proficient at using state of the art Neural TTS software and methodologies, SSML, creative spelling and best practices in prosidy tuning.

Education: Bachelor's degree preferred. Experience: Intermediate-level, real-world experience in design (5-8 years) with working knowledge of managing projects independently.

Supervisory: No

Job ID 1942993 Date posted 11/08/2019

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