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VUI Designer
Minneapolis, Minnesota  |  Remote, Onsite
Contract Position
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Applied on November 29, 2021
Job Id #51541 Posted October 20, 2021

Projects the candidate will be working on:

  • IVR VUI Team - We’re?are looking for a highly motivated?VUI Designer to join our team.
  • You will be a critical member of our global operations team in support of 40+ IVR applications in a very complex and large - scale environment.

Ideal Background:

  • The ideal candidate has a background in UX/UI or IVR conversational design.
  • Strongly skilled in using Visio.


  • Design approach and background.
  • The ability to look for the simplest path for our customer.

Top Requirements:

  • Create Grammar VUI Documentation, this should be a stock, mandatory component of all of our designs. (Design Standards)
    • Never block the exit for the caller
    • Do not confirm prompt for high confidence ETC…
  • Create standard Process and Procedures to include but not limited to:
    • Wav Management
  • Creation
  • Swap
  • Verbiage check
  • Coaching the voice talent
  • Create a standard VUI template to include but not limited to:
    • Ensure detailed VUI design is documented
    • Ensure design includes from the time the caller says hello to the time the caller hangs up or decides to route to an Agent
  • Basic intake requirements for features and user stories
  • Journey Map templates
    • Before & After IVR experience to show value story and impact
  • Create and own the NL Main Menu for all IVR's
    • Monthly Audit
    • Monthly findings & recommendations report to Executive Leadership
    • • Quality check all VUI designs to ensure design standards have been met
  • Create and maintain assigned self service module and/or modules to include but not limited to:
    • Create first in class voice experience for self service
    • Create and maintain Journey maps
    • Create and maintain end to end detailed and high level executive flow to include but not limited to:
    • From the time the caller is greeted to the time they hang up in the IVR or transfer to an Agent
    • Audit each self service module monthly for the following:
    • Self Service Success
    • Containment Rate
    • Error Rate (NI; NM)
    • Grammar data
  • Own Wav File intake & Process to include but not limited to:
    • Review of proposed script to ensure it is on a 5th grade reading level and has optimal wording for buy in
    • Coach the voice talent in each session
  • Consult & Collaborate on any channels outside of the IVR
    • This collaboration ensure continuity from an experience perspective- the first step is as simple as ensuring the wording is the same.
    • The ideal second and future steps are to ensure that whether you check a claim on the web or on the phone you receive the same experience flow.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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