[Elsnet-list] User-Centred Design Leader; ScanSoft, UK Ltd

Morris, Mary Mary.Morris at scansoft.com
Tue Mar 15 16:10:05 CET 2005

Position:	User-Centred Design Leader
Company:	ScanSoft, UK Ltd., SpeechWorks Professional Services group
Location:	Woking, Surrey

Who we are:  
ScanSoft is the leading provider of speech recognition solutions that are
redefining the way the world communicates over the telephone, in the car,
and with handheld devices. The SpeechWorks Professional Services (SPS) group
provides cutting-edge, user-centred discovery, design, development, and
optimisation services to hundreds of brand-name customer service
organisations.  The applications we define and deploy are used by millions
of average consumers every day, who use everyday spoken English to conduct
their personal business with corporations, government institutions,
hospitals, and schools.  

When you join SPS, you'll be joining an interdisciplinary, results-oriented,
client-focused consulting group that Europe's largest organisations trust to
define their callers' experience.  We are comprised of speech technology
scientists, designers, cognitive scientists, project managers, business
analysts, and systems architects.  We deploy systems that deliberately "wow"
callers by exceeding their expectations and flow so seamlessly that callers
don't notice any significant difference from dealing with live agents.  We
discover, defend, and optimise the caller's experience to maximise our
client's technology investment.  We do this while adhering to rigorous
client schedules, frequently moving a project from conception through
deployment in four months or less.

What you'll do:
Speech represents the next great leap forward in control of automated
systems.  As a Design Leader, you will be creating the experience for tens
of thousands of callers each day, by making this new medium comfortable and
intuitive, while addressing client and caller expectations for a human-like
dialogue that are exacting and far-ranging, but which are often held
subconsciously.  You will work on a team of colleagues and client experts to
discover user requirements, and to match these needs against client goals,
as well as strengths and limitations of the technology.  You will validate
functionality, design callflow, script dialogue, define grammars, and direct
voice talent to exacting levels of detail in order to realise applications
that "get the job done" with a minimum of fuss while nevertheless displaying
flair and personality.  As the Design Leader, you will need to learn quickly
about new caller populations, and work effectively with new clients on each
new engagement, while simultaneously working toward the client's financial
goals and remaining the authority on best practices in user-centred design.
You will need to move quickly and easily from one engagement to the next,
and be comfortable multi-tasking.   Your successes will be measured both by
business targets you reach or surpass and the positive impression your
designs leave in the minds of callers.  

*	Serve as the User Interface lead on ScanSoft- and
partner-implemented projects. Specific tasks will include:
*	Discover and analyse applications' requirements from both the
client's and the caller's perspective
	1	Characterise, in detail, archetypes for callers and a
persona for the system being built 
	2	Create effective speech user interface designs including
call flow, dialogues, and prompts to accomplish the requirements 
	3	Assist in implementing these designs, including interacting
with developers, directing voice talents, and performing usability tests 
*	Analyse performance of the user interface in the field and recommend
specific changes to improve caller satisfaction and transaction completion.
*	Use your experience on your specific projects to augment our
evolving body of best practices.
*	Represent our UI approach and philosophy to customers in the sales
cycle, and assist in the design and creation of compelling proposals and
Who you are:
You must supply the following credentials:
*	4+ years industry experience in user-centred design 
*	Experience working closely with outside clients and partners, as
well as developers
*	Native-level English fluency, both written and spoken
*	BS or equivalent experience in human factors engineering, product
interface design, cognitive science, experimental psychology, software
design, or a similar degree
*	Experience in usability testing
*	Strong presentation skills
*	Willingness to work day-to-day in ScanSoft's office in Woking,
*	Creativity and a sense of fun
*	Be able to work with a minimum amount of direct supervision
*	Strong Microsoft Windows skills, including MS Office
Strong candidates will also have the following:
*	Professional experience with speech recognition software and/or
involving telephony
*	Experience with Natural Language speech user interface design
*	Demonstrable audio engineering experience and flair
*	Professional writing experience
*	Experience working in a recording studio, as or with professional
voice talent
*	Programming skills in perl and/or VB
*	Fluency in French, Spanish, Dutch or Italian would be a plus
Please send your resume to jobs at scansoft.com with your name and the title
"SPS Design Leader" in the subject line.

Mary Morris | Manager, Professional Services
SpeechWorks Professional Services
ScanSoft, UK. Ltd.
Globe House, Victoria Way
Woking, Surrey, GU21 6DD
+44 (0)1483-79-4444 - office
+44 (0)7901-942-775 - mob

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