Location: Texas (Relocation assistance available )
Position ID: AXG-1288-7332
Position Type: Full Time
Percentage of Travel: Less than 25%
PURPOSE OF POSITION
Provides specialized technical support and oversight in the design and implementation of multichannel contact routing solutions. Independently performs complex work often unique work assignments and problem resolution across multiple systems, functions, processes. Leads strategy development and advises cross-functional management on enterprise applications and capabilities.
JOB DUTIES
• Leads and motivates cross-functional team members in the development and delivery of multichannel contact routing solutions.
• Provides technical expertise in analyzing, designing, developing, testing, and implementing multichannel contact routing design solutions ensuring compatibility with existing plans and adjunct systems. Provides technical direction in highly complex, operational emergencies and recoveries. Develops strategic external and internal network routing plans and designs for inbound and outbound voice, web chat and collaboration and blended multichannel.
• Applies Voice User Interface (VUI) and speech recognition best practices in the design of IVR applications. Conducts usability tests using Wizard of Oz (WOZ) prototypes and incorporates usability and usage data to refine design.
• Advises senior management on project-related issues.
• Serves as the primary resource for cross-functional team members on nonstandard or unique escalated issues.
MINIMUM REQUIREMENTS
• Bachelors degree in related field (or equivalent work experience).
• 8+ years relevant Voice design or systems experience.
• 2+ years relevant Financial Services experience.
• 1+ year demonstrated leadership experience.
• Advanced knowledge of Voice technology platforms, applications and standards.
• Advanced knowledge of design concepts.
PREFERRED BACKGROUND
• Extensive experience with contact center and multi-channel solutions in a variety of industries with specific knowledge and experience in identifying, analyzing, and applying business requirements to contact center applications.
• In-depth industry knowledge and expertise deploying multi-channel solutions such as Cisco ICM, Avaya ACD, speech enabled IVR, contact blending, video, workforce management, and quality/ recording applications.
• Extensive experience developing contact center business strategies: multi-channel routing, contact blending, applying unified communication capabilities to the contact center, and remote work programs.
• Experience with proactively monitoring and communicating new features and services to internal stakeholders and leadership team; work with stakeholders and project team to prioritize collected requirements.
• Strong analytical and product management skills including a thorough understanding of how to interpret customer business needs and translate them into business requirements specifications in both technical and user-friendly language.
• Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
• Experience identifying and establishing scope and parameters of requirements analysis in order to define impact, outcome criteria, and measure-taking actions.
• Ability to create process models, specifications, diagrams, and charts to provide direction to developers and/or the project team.
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of business and IT executives and subject matter experts.
• Ability to present complex ideas in a concise and objective manner.
• Effective organizational, prioritization, and time management skills and multi-tasking ability.
• Experience operating in a fast-paced, deadline-driven environment.
• Attentive to detail, producing consistent, high quality, and reliable work with excellent planning, analytical, and time management skills.
• Ability to remain flexible, work independently and prioritize tasks.
Please refer to Position ID: AXG-1288-7332
Contact:
Arnold Garlick
President, Pacific Search Consultants
arnold@SpeechTekJobs.com
office: 949. 366. 9000 extension 2#
fax: 949. 366. 9200
www.SpeechTekJobs.com
There's only a little more time if your company wants to participate in the SpeechTek "In Beta" labs.
If you want to participate, please contact me ASAP; we're updating the list on Friday July 10.
The Strategic Product Planning Manager develops and proposes innovative, high growth, portfolio-, product- and partner-level strategies, translates those strategies into product roadmaps and formulates strategic positioning and messaging content for internal and external communication. The Strategic Product Planning Manager will focus on strategic planning, positioning and strategic partner activities for the entire product portfolio, and working in unison with Product Management, Marketing, Sales, Business Development and Engineering.
QUALIFICATIONS:
* BS in an Engineering discipline; BSEE or BSCE preferred.
* 7 or more years of product line management or strategic planning experience managing >30% Compound Annual Growth Rate for multiple software or embedded firmware/hardware systems products targeting enterprise customers.
* Experience in the mid-size ($100m – $700M) market space.
* Willing to travel, domestic and international, up to 30%.
* Proven Writing Skills: business plans, proposals, value propositions, marketing collateral RFPs, etc.
* Proven verbal skills: succinct and to the point in various formats, including one-on-one, small group and public speaking events for a variety of deliverables (e.g. product presentations, proposals, strategies, etc.).
* 5 years Field/Customer experience as appropriate for targeted products and market.
* Demonstrated technical understanding of enterprise software, mobile computers and network management systems (e.g. architectures, applications, hardware, etc.) for both current and emerging technologies.
& Knowledge of enterprise mobile computing device competitors
* Knowledge of enterprise customer needs uses, etc. regarding voice-enabled workflow devices & software.
* Proven track record of strategic product planning, including product conceptualization, strategic proposals and business cases, for high tech enterprise solutions that returned the forecasted value, including financial objectives.
* Proven track record of market segmentation, customer analysis, competitive analysis, positioning
* Proven track record of increasing product revenues and unit sales >30% per year while maintaining or increasing product margins
* Demonstrated project management skills
DESIRABLE:
* MBA with a technical undergraduate degree
* Product management, strategic product planning, product line management and marketing experience
* Other broad or unconventional experiences, such as working in an overseas assignment
* Familiarity with the voice recognition, auto ID and/or PC Peripheral Industry
Please reference Position ID AXG-1208
Contact:
Arnold Garlick
Pacific Search Consultants
arnold@speechTekJobs.com
office: 949. 366. 9000 extension 2#
on the web at www.SpeechTekJobs.com
Product Line Managers, Enterprise Software and Mobile Products
Career opportunities for Product Line Managers to focus on strategic planning, product conceptualization and product development activities, working in unison with the product line’s Product Managers, Product Marketing, Marketing, Sales and Engineering.
RESPONSIBILITIES:
* Serve as the product line authority and focal point, setting product line goals, managing activities and developing processes to meet targets associated with P&L metrics, schedules, functional requirements, manufacturing metrics and repair metrics.
* Support and/or lead cross-functional teams through all product lifecycle stages, plans and processes.
* Forecast, monitor and manage targeted product sales (dollars and units), product margins and standard pricing and discount levels as part of on-going operations management and annual budgeting processes.
* Monitor, document and analyze target customers and associated competition.
* Ensure that product inquiries regarding problems and/or issues are proactively identified, investigated, prioritized, corrected, and communicated to appropriate internal and external customers in a timely manner.
* Facilitate internal and external customer commitments and contractual obligations re: product enhancements, delivery dates and the like with the VP of Product Management and VP of Engineering.
* Plan, budget, recruit, train and supervise the line’s team of Product Managers.
* Operate in accordance with company values and perform other responsibilities as requested.
* Develop, drive and manage multi-year product line strategy, roadmap, life-cycle plan and tactics for designated product markets -- as part of the overall Company product portfolio and P&L plan and as a proactive player in a collaborative, multi-function, team environment that includes Sales, Marketing, Engineering, Manufacturing, Professional Services and Support.
* Perform standard product management activities/deliverables, e.g. conceive of differentiated, innovative products, develop strategic product proposals, create business cases, define a clear product roadmap that integrates with the overall product portfolio, prepare product requirement documents, create product marketing/launch plans, develop list pricing per route to market, gain required management approvals, etc.
* Drive product innovation and growth through extensive collaboration with customers, prospects, Sales, and Marketing worldwide and through sufficient analysis of competitors, partners and potential complements.
Monitor and recommend optimization to processes and procedures related to software development, testing, quality processes, ECO control, and technical support.
* Analyze and recommend product line rationalization strategy, including upgrade programs and EOL plans.
Marketing and Sales/Channel Support
* Team with Marketing to provide the necessary and appropriate foundational content, training, and support to ensure that the assigned products are effectively and competitively positioned, priced and promoted.
* Partner with Marketing, Sales, Channel Partners, Professional Services and Support organizations to ensure appropriate mindshare, expertise & support exists for each organization to meet product line objectives.
* Define, prepare and manage the delivery of all foundational product support information including but not limited to product sales literature, product support documentation, sales and technical support training materials, product roadmaps, etc. as appropriate for Sales, Partners, Professional Services and Support.
* Proactively manage all responses and commitments to sales requests for product information, competitive information and responses, product demonstrations, and other support requirements.
* Ensure that all product launch and end of life activities are managed, communicated and coordinated effectively with all internal and external customers, on a global basis.
QUALIFICATIONS:
* BS in an Engineering discipline; BSEE preferred.
* 5 or more years experience managing >$20M of multiple software products and platforms to P&L metrics as a Product Line Manager or Product Manager in a high growth (>30%), high-tech, B2B market.
* Willing to travel, domestic and international, up to 30%.
* Demonstrated high degree of initiative, creative problem solving, attention to detail and coolness under fire.
* Proven Writing and Verbal skills. (RFP’s Proposals, One on One, C Level presentations)
* 3years experience in the socialization of business cases, strategies, and the like, both internally and externally.
* Proven experience of persuading both internal and external people on the value of a solution.
* 5 years Field/Customer experience as appropriate for targeted product and market.
* Demonstrated technical understanding of various enterprise applications (especially ERP and SCM), enterprise middleware programs, platforms, operating systems, networking technologies, software development processes, and quality management processes found in F100, F500and F1000 firms.
* Knowledge regarding voice-enabled enterprise application and device competitors.
* Proven track record of team building, leadership and achievement in cross-functional team settings.
* Proven track record of leading and managing products through the entire lifecycle.
* Proven track record of market segmentation, customer analysis, competitive analysis, and positioning experience -- complemented by logical, objective, and defendable claims/arguments.
* Proven track record of strategic planning, including product conceptualization, strategic proposals and business cases. Must show experience of translating customer requirements into innovative, differentiated and valued solutions and product feature/functions. Must demonstrate awareness of the business value and implications of the proposed solutions in the marketplace.
* Proven track record of successfully managing a phased product development program, supporting and working with Engineering to resolve priorities, customer requirements, schedules, budgets and the like.
* Proven experience in providing leadership and deliverables to Product Marketing, Marketing and Sales via collateral, training, support and the like in an effective, constructive environment.
* Demonstrated project management skills.
DESIRABLE:
Sales and/or channel marketing and/or marketing communications experience
Experience with Design For Six Sigma
Familiarity with the voice recognition, auto ID and/or PC Peripheral Industry
Please refer to Position ID: AXG-1204
Contact:
Ron Beyner
Pacific Search Consultants
Ron@speechTekJobs.com
office: 951-677-5515
on the web at www.SpeechTekJobs.com
VP Product Management, Mobile Communications
Location: Western Pennsylvania
Position ID: AXG-1205
By leading the strategic planning and product management efforts, and working in unison with Marketing, Sales, Engineering, Support and Manufacturing teams, the Vice President of Product Management will help grow the Company from $100+M to $500+M.
RESPONSIBILITIES:
* Ensure quarterly and annual targets are met for key corporate objectives, including product revenues, unit sales, profit margins and return on investment.
* Proactively engage, prioritize and lead the timely development of key strategic planning and product management deliverables with appropriate departments and personnel. Deliverables include competitive analyses, customer analyses, competitive responses, product roadmap, positioning, product and/or solution collateral content and the like. Communicate conclusions and recommendations to the appropriate internal and external audiences.
* Manage the day-to-day operations of the product management organization, providing leadership, communication, prioritization, and decision-making activities to optimize intra- and inter-departmental performance. Champion product-centric problems and issues, prioritizing and implementing solutions and/or resolutions as quickly and effectively as possible.
* Establish streamlined processes, communication structures and positive working relationships with Sales, Marketing, Engineering, Support, Manufacturing, Finance and Executive Management teams so that all are properly supported and working together to achieve product goals.
* Proactively engage customers through Sales to identify market trends and priorities, to communicate the vision, value proposition and solution set, and to resolve high profile customer issues.
* Proactively engage customers, industry analysts and media through Marketing to communicate the product vision, value propositions and solution set.
* Design, recruit and develop a high quality strategic planning and product management organization, offering on-going training and coaching regarding methods and best practices.
* Implement processes and tracking tools to measure and ensure operational quality for the department.
Operate within expense and capital budgets.
STRATEGIC PLANNING:
* Lead and coordinate the development of globally applicable, multi-year, corporate- product- and partner-level strategies to profitably grow the business, based, in part, on a competitive assessment and positioning of the current portfolio. Prioritize opportunities and initiatives and resolve conflicts as necessary.
* Lead and manage the implementation of product strategies in accordance with approved budget, time and revenue milestones.
* Lead and facilitate the identification of innovative and differentiated portfolio growth opportunities with new product lines, product extensions, and strategic partnerships.
* Champion the development and implementation of strategic planning processes and deliverables, from idea generation and conceptualization to strategic proposals and business cases.
* Lead the identification, evaluation and execution of strategic product alliance/technology partnership opportunities in accordance with strategic direction.
PRODUCT MANAGEMENT:
* Champion the development, execution and communication of product life cycle plans, business cases, product requirement documents, product roadmaps and product launch plans.
* Serve as the company’s product authority responsible for submission of all final product mix proposals regarding product definition, pricing and positioning to the senior management team.
* In conjunction with engineering, refine and develop the product development process. Coordinate with engineering and other key functions to ensure that company resources are properly deployed, achieving approved objectives, reporting any deviations/concerns.
* Ensure that approved product development projects are on schedule, within budget, and meet functional and unit cost specifications.
QUALIFICATIONS:
* BSEE or BSCS, along with an MBA (or relevant work experience) required
* 5 or more years leading product line management and strategic planning teams as Vice President or Associate Vice President for multiple software or embedded firmware/hardware systems products targeting enterprise customers
* Willing to travel, domestic and international, up to 30%
* Demonstrated experience of setting and meeting target metrics such as product revenues, unit sales, profit margin and ROI. Proven track record of increasing product revenues and unit sales >30% per year while maintaining or increasing product margins
* Demonstrated management skills, building and mentoring a product management team
* Demonstrated experience leading and motivating Sales, Marketing and Engineering to a common vision, resolving conflicts and creating a constructive work environment
* Demonstrated high degree of initiative, creative problem solving, attention to detail, and coolness under fire
* Proven professional communication skills and experience, from writing business plans, proposals, value propositions, and marketing collateral, to presenting and speaking succinctly to various internal and external audiences.
* 10 years experience in the successful socialization and approval of business cases, proposals, strategies, and the like, to executives, both internally and externally.
* Demonstrated technical understanding of enterprise software, mobile computers and network management systems (e.g. architectures, platforms, applications, hardware, technologies, etc.)
* Knowledge regarding voice-enabled enterprise mobile device competitors
* Knowledge regarding customer needs, etc. for voice-enabled enterprise devices and software.
* Proven track record of setting goals and objectives and of leading strategic planning, including product conceptualization, strategic proposal and business case efforts for high tech enterprise solutions.
* Must show experience of ensuring customer requirements are translated into innovative, differentiated and valued solutions.
* Must also demonstrate ensuring awareness of the business value and implications of the proposed solutions in the marketplace.
* Proven track record of leading customer and product market segmentation, customer analysis, competitive analysis, positioning experience, and the like -- all complemented by logical, objective, and defendable claims/arguments.
* Proven track record of managing a portfolio through the entire product lifecycle.
* Proven track record of leading or working in close conjunction with product marketing efforts and of working with Marketing, Sales, and Channel Partners in meeting product revenue and unit sales goals.
* Proven track record of identifying, engaging and managing value-add, strategic partner relationships.
Please refer to Position ID: AXG-1205
Contact:
Ron Beyner
Pacific Search Consultants
ron@speechTekJobs.com
office: 951-677-5515
on the web at www.SpeechTekJobs.com
This position is responsible to support and develop applications and/or processes which primarly suppor the Contact Center business. This person will provide work leadership and direction and consistently demonstrate the ability to work independently in maintenance, development and installation of systems. A consistent demonsttration of senior level proficiency in all aspects of programming nad anlysis is expected. Develop and mentor team members.
Requirements:
1. Advanced application maintenance, design and development (C++, J2EE, PERL, Java, XML and VXML); mastery of technical skills across multiple discipline
Advanced knowledge of OS concetps, networking concepts, client/server concepts, hardware/software architectural concepts.
3. Project management - work with customer on establishing requirements, run intra-team projects, project organization, flow charting and the ability to execute all components of methodology.
4. Accountable for team performance and skills; advanced understanding of customer areas and business processes.
5. Advanced knowledge of database concepts.
Additional Preferred Requirements:
1. Knowledge of contact center and IVR systems and components
2. PMI certification
3. Distributed computing environment management and distributed systems programming
4. VUI design and grammar development
5. WebSphere development experience
To apply, please email your resume to jthomse@wal-mart.com.
Wal-Mart Stores, INC is an EOE.
Versay is looking for a Software Engineer who looks to develop next generation enterprise communications solutions, enjoys working in a dynamic, client centric environment, and brings an innovative and fresh perspective to challenging programming projects. As a member of the Versay team, you will design, develop and deploy solutions for Versay’s expanding list of Fortune 500 clients using cutting edge speech and VoIP technologies including VoiceXML, SIP/RTP, natural language processing, and voice biometrics. Versay is a Deerfield, IL-based speech solutions company focused on delivering compelling customer experiences over the phone.
Responsibilities include:
* Application development, integration and deployment
* Software design
* Technical requirements
* Client Interaction
Primary technical skills and requirements:
* Bachelor’s Degree in Computer Science or equivalent.
* Minimum of two years programming experience in one or more of the following - C#, XML, VoiceXML, SALT, .NET: ASP, Microsoft Visual Studio .NET, ECMAScript, JavaScript, Web Services Architecture
* Project experience - Proven success utilizing technical skills to deliver business solutions
The ideal candidate will meet the above requirements and have additional experience in one or more of the following:
* Avaya telephony platforms including Avaya VOIP platform
* Speech Recognition experience with speech engines such as Nuance, Avaya, and Microsoft Speech Server
* Grammar Development and Tuning - GSL, GRXML
* Client interfacing and project management
Please forward resume with availability and contact information to jobs@versay.com
www.versay.com
jobs@versay.com
CCXML or VoiceXML Telephony Software Developers
LOCATIONS: Chicago or San Francisco - Relocation Assistance Available
Position # AXG-1113
Multiple openings for junior and senior-level software developers available with one of the top software companies in the world. These positions are for serious developers - must get directly into coding and programming as the major focus of work (not managerial positions).
Background in SIP and telephony software in general required.
Please refer to Position ID: AXG-1113
Contact Arnold Garlick
arnold@SpeechTekJobs.com
On the web at www.SpeechTekJobs.com
At Uniprise, a UnitedHealth Group (UHG) company, our people and technology meet the benefits needs of employees and families at more than one-fourth of the Fortune 500 companies, through customization and innovation. National employers can then best access the full range of products and services offered by UnitedHealth Group companies while enjoying the ease of integrated administration for all employee services. It's a thriving business with an added personal significance…and a rare combination that will allow your career to flourish. Find out why by exploring this newly created career opportunity in our Plymouth, MN or Hartford, CT facilities.
Senior Voice Interface Designer
As part, of a team of 5 Voice Interface Designers, you will design and customize high-usability speech recognition software applications enabling our growing business to automate interactions with our stakeholders. This is an opportunity to creatively use your knowledge of human-computer interaction, usability and speech recognition to design new software applications that will impact the health and well-being industry!
Core responsibilities will include:
• Participating in the gathering, defining, validating and documenting of business requirements
• Obtaining end-user and Marketing input regarding caller needs, task structures and preferences
• Translating business requirements into call flow designs
• Writing call flows and creating routing design scripts with the goals of callers in mind, including appropriate line of questioning and prompts
• Designing new and redesigning/enhancing existing high-volume speech recognition applications
• Configuring / customizing applications
• Conducting, coordinating and/or executing usability testing
• Providing application demos as appropriate
• Engaging in application design tuning activities for continuous improvement purposes
• Helping to move us towards personalized, natural language processing solutions
Candidates will possess:
• Prior experience in the speech recognition profession, including designing call flows for IVR systems
• Experience with human-computer interaction and usability strategies, design processes, and user testing
• Solid knowledge of language patterns and the interaction between human voices and computers
• Experience with natural language processing, SLM, and/or personalization desired
• Experience designing call flows for IVR systems with advanced speech recognition
• Exposure to the Eclipse platform/framework and/or knowledge of speech recognition technology including: Nuance, Audium, CVP (Cisco Voice Platform), Tuvox, Voice Objects and Voxify also desired
• Customer focus, evidenced by a track-record of success delivering high quality designs on time and meeting/exceeding customer expectations
• Excellent communication skills — both written and oral
• Proven ability to guide and mentor others
• Advanced degree in Linguistics, Human-Computer Interaction or directly related field preferred
• Experience with Voice XML and state diagramming for voice interfaces desired
• Experience with matching interface persona to caller needs and preferences desired
• Formal training with the Nuance product of value
Diversity creates a healthier atmosphere: Equal opportunity employer M/F/D/V
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TO APPLY EMAIL YOUR RESUME TO MSTANEK@UHC.COM
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MSTA members can get a discount of 35% for O'Reilly books by using discount code DSUG and ordering at the O'Reilly site or by phone.
Also, you can get a 15% discount if you register for the Emerging Telephony conference with discount code etel07usrg.
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