• Content Designer

    Location AU-Sydney
    Job ID
    Professional Services - Software Development or Programming
    Pos. Type
    Full Time
  • Company Overview

    At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.


    Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.


    Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.

    Job Summary

    As a Content Designer, you will own and influence the design of AI chat bot solutions with Fortune 100 companies, designing the user experience for web/mobile-based virtual assistants (VAs). You will work on a multi-disciplinary team of colleagues and domain experts to discover user requirements, match these needs against customer goals, and build and optimize VAs from the ground up. Among other activities, you will validate functionality choices, design intuitive and adaptive dialog flows, build dialogs, anticipate user responses, and define and optimize grammars. You will use proprietary platforms to build, design, and test VAs. Content Designers are expected to lead projects alongside a Project Manager and must be comfortable guiding the internal and client teams to the best outcome. You will need to learn about user populations and work effectively with customers on each engagement, while simultaneously working toward the customer's financial goals and remaining the authority on best practices in user-centered design.


    Principal duties and responsibilities:


    • Own the overall design of the VA’s information architecture, leveraging customer data analysis and partnering with computational linguists
    • Understand and adhere to SOW requirements while working toward the VA’s mission, as well as client expectations and success measures, with an eye on measurable long-term ROI 
    • Drive solutions that are scalable and comprehensible by non-developers, including customers
    • Create and build clear dialog designs that offer an ideal user experience while promoting the transition of the VA to an internal optimization team once deployed – Iterative improvement is key
    • Document dialog content, incorporating text, diagrams, and mockups, and advise others (including QA) on how to interpret documentation
    • Espouse best practices on all levels: design to meet goals with an eye on the bigger picture for the client and future expansion
    • Understand the relationship between back-end business logic and natural language tuning tools that tie into VA content
    • Own implementation of all dialog elements 
    • Understand and own custom and standard reporting and metrics to ensure tracking of elements that will improve performance and allow for evaluation of VA successes
    • Own resolution of dialog-related bugs
    • Lead VA pre-launch training for comprehension and dialog improvement
    • Serve as the point person to help resolve issues and reply to customer concerns
    • Train clients on the use of the proprietary tool suite: content management, grammar management, and analytics platform
    • Lead conversation reviews with clients and coordinate delivery of go live reporting
    • Communicate with the graphical UI team
    • Use proprietary tools knowledge to help the larger team triage and resolve issues
    • Mentor and coordinate the work of related Content, Development, and computational linguist roles
    • Maintain familiarity with other products to ensure thought and design leadership


    Education: BA / BS or equivalent experience in human factors engineering, product interface design, linguistics, cognitive science, experimental psychology, technical writing, or a related field


    Minimum years of work experience: 3-5 years of relevant experience


    Required skills:

    • Experience with dialog or Voice User Interface design
    • Professional writing experience
    • Experience creating UI/UX for web and mobile
    • Creativity, strong logic skills, and the ability to work in a dynamic, challenging, and consultative environment
    • Native-level English fluency
    • Strong Microsoft Windows and Office suite skills. Microsoft Visio a plus
    • Metrics-driven: Understand and leverage metrics and translate them into business value
    • Strong analytical skills: Perform detailed analysis of performance and trends to provide insight and recommendations
    • Strong communication skills and the ability to develop and confidently deliver polished presentations to customers and internal teams
    • Experience with Natural Language Understanding is a plus
    • Availability to travel on-site with customers up to 15%

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