Designing and documenting IVR applications for business and public service:
VUI designer (Voice User Interface) ensuring industry best-practice standards.
Call flows with database-driven logic, DTMF and voice dialogue design,
Nuance speech recognition. Voice talent coaching for accurate delivery,
Audacity audio editing of prompts. Handling complicated time-zone requirements for routing
to agent skills or voicemail. Detailed assessments of integration specs and business-rule logic to identify and challenge any defects.
Proficient user of MS Office365 and all the previous versions, plus MS Visio and proprietary design tools. I learn new tools quickly.
Other computer and business skills aiding IVR design and project delivery: Asking the important questions to help clients identify and clarify their firm requirements. Writing and revising project specs with clear version control. Managing expectations to prevent scope creep, and to identify billable changes. Clear paper trails of the stakeholders' agreements. Technical defect tracking in Atlassian JIRA.
Non-computer skills and interests: Harpsichord performance, organ, clavichord, piano, classical recording production, music arrangement and editing, composition, basso continuo improvisation, tuning harpsichords by ear. Discovered a tuning method for Bach's music, and wrote internationally-known papers about it. Staff writer for a bimonthly journal reviewing classical music recordings, to exercise my public writing skills. Conversational in Spanish and German, and able to read French.
Role: A senior IVR design position creating and improving customer applications. I design and test sensible call-flows for automated support, self-service, and administrative systems. I make them efficient, clear, and non-intrusive.
Location: I live in Dayton Virginia, about 125 miles from either Washington DC or Richmond, and 65 miles from Charlottesville or Winchester. I prefer a mostly-telecommuting arrangement from an office in my house, if possible. Occasional business trips are fine at project milestones and to promote collaborative effort. Daily commuting to Bridgewater, Harrisonburg, or Staunton is also OK.
An installer of solar-energy technology, a beverage retailer, voter registration systems, utility companies, retailer product-support lines, product recall notification services, pharmaceutical information lines, medical and ambulance practices, a dental network, Planned Parenthood, job-search lines, credit card payment systems, payment tokenization with credit checks, subscription renewal notifications (outbound), social services (housing eligibility inquiries), 866OurVote, the Chickasaw nation, the US Environmental Protection Agency, and more.
© 2017 Bradley Lehman -- Thank you for reading!