C1Conv Omni-Exp Lead Designer

Posted Feb 15

C1 Company Overview:

ConvergeOne: 1 Contact, 1 Connection, 1 Choice

ConvergeOne is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it - from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice - your #1 choice - is ConvergeOne.

Charged By Greatness video: https://youtu.be/oX-OVtcfDqU

Overview:

Summary

This role is responsible for assisting Sr. Business Consultants on the Omni-Experience Design team with designing C1Conversations clients with best-in-class Omni-Experience solutions. These solutions span Intelligent Virtual Agent Design and all that this encompasses (including Biometric Authentication Design, Callback Design, Payment Assistant Design, Survey Assistant Design, and other capabilities as they become available on the Conversations Platform). These design capabilities will also impact reporting design, escalation design, etc. where the Lead Designer will influence and collaborate with assigned project team members to make our solutions function at the highest level, delight clients, and deliver on the business outcomes the client wishes.

Responsibilities:

Essential Functions

  • Applies best practice standards in all client engagements as well as assigned projects
  • Develops, documents, and trains staff on these best practices
  • Reviews Detailed Design Docs before they are released to clients to recommend best-practice approaches
  • Partners and positively collaborates with others on the Omni-Experience Design Team and Project Teams to find the best possible solution for clients
  • Ensures quality of creative deliverables while working on multiple projects
  • Manages and iterates our design tools, approaches, documentation, and training to deliver outstanding design outcomes, as measured by the client and to our own internal standards
  • Reviews draft sand completed design assets to clients and provides modifications based on collaboration with the teams
  • Documents, establishes, trains and mentors Sr. Business Consultants on the Omni-Experience Design team as design skills and capabilities and best practices emerge

Qualifications:

Required Qualifications

  • Bachelor’s degree (Communications or Linguistics)
  • 1+ years’ experience in NLP design
  • A deep understanding of Natural Language CX design platform (e.g., DialogFlow CX and similar platforms) with direct experience in building Virtual Agents and Designing Conversations end-to-end customer solutions
  • A strong working knowledge of Design Tools (Figma and similar) to allow the Omni-Experience team to excel at designing and documenting industry-leading Omni-Experience solutions
  • Strong background in design problem solving and creative execution
  • An inquisitive curiosity to learn new areas within our Omni-Experience practice, in order to drive creative innovation
  • A keen eye for writing, teaching, and mentoring clear and concise “conversational” virtual agent dialogue for different levels of customers, and to meet our client’s brand objectives.
  • Excellent problem-solving skills
  • A passion for helping clients find solutions that make their lives better
  • Ability to work well both independently and as part of a team
  • Ability to effectively communicate with a wide variety of client stakeholders
  • Ability to successfully juggle multiple projects, deliverables, and deadlines
  • Willingness to grow personally and professionally

Additional Information:

ConvergeOne BENEFITS

  • 401(k) Plan (35% match per dollar up to 10%)
  • Health Coverage (BCBS of MN with National Network + Kaiser CA)
  • HSA + Employer Contribution
  • In-vitro Fertility (treatment coverage)
  • Dental
  • Vision
  • FSA Plans
  • Pre-tax Commuter Plans
  • Employer-paid Life Insurance
  • Employer-paid Short + Long Term Disability
  • Paid Parental Leave (4 weeks at 100%)
  • Employee Assistance Plan
  • Voluntary Life Insurance
  • Legal/ID Theft Plans
  • TeleHealth Options (Doctor on Demand)
  • Omada Health (healthy living solution)
  • ShareCare (fitness incentive of $20 - $40/month)
  • SmartShopper (cash reward for searching for low cost treatments)
  • Travel Assistance
  • Business Travel Accident Coverage
  • Pet Insurance
  • Accident Insurance
  • Critical Illness Insurance
  • Hospital Indemnity Insurance
  • Health Advocate
  • Volunteer Time Off

Work Environment

Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Environment

Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Other Duties/Changes

This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by ConvergeOne.

Pay Range

$100,000 - $130,000

Base pay ranges are estimated. Actual base pay will be based on education, experience, location, certifications, skill set, and any other relevant factors. Incentive/variable pay opportunities are in addition to base pay.

EEO Statement

ConvergeOne provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Notice of E-Verify Participation

https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf <https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf>

Right to Work

https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf

Overview (Text Only): Summary This role is responsible for assisting Sr. Business Consultants on the Omni-Experience Design team with designing C1Conversations clients with best-in-class Omni-Experience solutions. These solutions span Intelligent Virtual Agent Design and all that this encompasses (including Biometric Authentication Design, Callback Design, Payment Assistant Design, Survey Assistant Design, and other capabilities as they become available on the Conversations Platform). These design capabilities will also impact reporting design, escalation design, etc. where the Lead Designer will influence and collaborate with assigned project team members to make our solutions function at the highest level, delight clients, and deliver on the business outcomes the client wishes.