Posted Aug 25

Voice User Interface (VUI) Designer

Remote Full time

Who we are

Founded in 2011, Pindrop is the leading provider in security and identity verification/authentication, for voice. As the industry experts of vocal verification, the company's "acoustic fingerprinting" technology enables major global banks, top-tier healthcare providers, and leading retailers etc. to detect fraudulent calls and authenticate legitimate callers, helping customers eliminate financial losses seamlessly.

Pindrop’s technology analyzes over 1,300 different features helping us identify the uniqueness of a device and the caller. Our "acoustic fingerprinting" technology integrates with companies internal systems and identifies people's voices, locations, devices, and more. This data is added to a database for future reference to help separate legitimate callers from scammers. Pindrop’s technology creates a unique fingerprint tied to the call. This fingerprint will identify a fraudster (or legitimate customer) regardless if the voice is manipulated, the number is changed, or even if the caller is changed (as in a fraud ring or fraud call center). No other solution can do this, and the validation of customer identity is completely non-intrusive.

Today Pindrop’s core business, “Agent”, is growing at 40% YoY, while our emerging business, “IVR”, is growing 400-500%, and our rapidly emerging IoT business is showing strong early indications. Headquartered in Atlanta, GA, Pindrop has raised over $223M in capital by premier VC’s including Andreessen-Horowitz, IVP, and CapitalG.
 

What you’ll do 

The Designer/IVR Business Analyst will help our customers design and build personalized and secure voice channel user interfaces utilizing Pindrop's latest fraud detection and authentication products. If you are passionate about making voice the world's most secure interface while delivering exceptional customer experiences, we are looking for you.

  • Analyze customer call flows, scripts and agent processes to identify opportunities to decrease friction, secure high risk
    transactions, and reduce average handle time with Pindrop's capabilities.
  • Create detailed call flow designs for IVR and agent interactions depicting Pindrop’s API integrations, operationalization of Pindrop’s fraud and authentication data, and recommendations to improve the customer and agent experience
  • Evangelize best practices in design presentations to delight customers
  • Leverage iterative design principles and usability testing of call flows to constantly improve the quality and functionality of the
    designs 
  • Collaborate with the Product, Engineering, Research and Business Intelligence teams to optimize Pindrop's performance within
    customer environments
  • Support Sales teams in the creation of vision scripts and sample call flows to showcase Pindrop's capabilities and demonstrate
    value to our customers
  • Create and evaluate design specifications to ensure they meet or exceed customer expectations and achieve expected ROI
  • Provide testing support and validation during client implementation
  • Support customers post-delivery with data-based analysis to ensure continued and expanding use of our products

Your skill-set: 

  • 3-7+ years voice interface design or relevant experience
  • Deep knowledge of IVR platforms and call flow design (cloud and on premise environments)
  • Familiarity with contact center environments
  • Proven ability to work with ambiguity and competing priorities
  • Ability to multi-task while performing varied tasks across many projects
  • Experience designing with a variety of voice channel tools and applications including Lucidchart, Visio, and standard Microsoft
    Office products
  • Experience debugging voice user interfaces, responding to defect reports and providing recommendations for tuning enhancements
  • Proven track record of successful and timely work product delivery
  • Demonstrated technical knowledge including API usage and data analysis
  • Strong client facing communication skills (written and verbal)
  • Established internal cross team collaboration abilities
  • A self-starter with the ability work independently but knows when to ask questions
  • Curious with proven creative and critical thinking capabilities with a drive to optimize
  • Experience with emerging technologies such as Conversational AI as well as legacy IVR platforms ideal
  • Familiarity with use of Computer Telephony Integration principles to enable efficient and expedited interactions for callers and
    contact center agents
  • BS in Computer Science, Linguistics or relevant discipline
  • Prior experience in a start-up environment strongly desired

What we offer

As a part of Pindrop, you’ll have a direct impact on our growing list of products and thus the future of security in the voice-driven economy. We hire great people and take care of them. Here’s a snapshot of the benefits we offer:
  • Competitive salary
  • Paid Parental Leave
  • Company holidays
  • Unlimited paid time off
  • Remote-first culture - including monthly work from home stipends
  • Annual professional development and learning budget
  • Pick your own Apple MacBook Pro
  • Retirement plan with 401k match
  • Affordable health, vision and dental plans for you and your family
  • Flex schedules
  • Best in class tools and tech stack
  • Fun activities to celebrate our accomplishments as a team

Not sure if this is you?

We want a diverse, global team, with a broad range of experience and perspectives. If this job sounds great, but you’re not sure if you qualify, apply anyway! We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time.

What we live by

Pindrop is driven by our DEPTH values. These are reflected in our goals and the base of our team’s peer awards.
Act with Deliberate urgency.
Create Evangelical customers.
Passionate about the fight.
Playing for the Team.
Make Hard easy.
 
Pindrop is an Equal Opportunity Employer
Here at Pindrop, it is our mission to create and maintain a diverse and inclusive work environment. As an equal opportunity employer, all qualified applicants receive consideration for employment without regard to race, color, age, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, marital and/or veteran status.

Pindrop