Job Duties and ResponsibilitiesCandidates must be willing to participate in at least one in-person interview.The role addresses the challenge of optimizing automated voice interactions to improve customer experience and operational efficiency. Driving the evolution of Conversational AI technologies for IVR/IVA platforms requires balancing technical complexity with user-centric design. Success involves transforming traditional voice systems into intelligent, context-aware agents that deliver measurable business value and high containment rates.
What Success Looks Like (Objectives)- Own the end-to-end product vision and roadmap for voice-automated platforms to achieve high-impact business objectives and departmental OKRs
- Design and configure generative AI voice agents utilizing advanced prompt engineering and natural language generation for seamless, context-aware dialogue flows
- Collaborate with cross-functional partners to translate complex business policies into precise rules governing IVA behavior and responses.
- Develop and implement robust quality management processes for voice AI agents
- Define and track key performance indicators (KPIs) such as word error rate (WER), containment, customer satisfaction (CSAT), and resolution efficiency
Skills, Experience and RequirementsCore Skills and Competencies (What you'll bring)- AI Literacy and Innovation, specifically regarding the application of Generative AI, NLP, and NLU in voice-first environments
- Deep professional expertise in VUI design and persona management to create sophisticated, conversational customer journeys
- Critical experience in architecting CCaaS-integrated solutions that drive improvements in First Contact Resolution and omnichannel continuity
- Advanced analytical capabilities in querying and interpreting complex datasets to inform strategic product decisions
- Strong collaborative leadership and communication skills to bridge technical voice concepts with non-technical business requirements
Additional Qualifications- Experience with A/B testing and specialized QA methodologies for AI and voice systems
- Deep understanding of speech recognition (ASR), speech-to-speech (S2ST), and text-to-speech (TTS) technologies
- Mastery of user experience (UX) principles specifically for voice-only or voice-first conversational interfaces
Minimum Requirements- Minimum Education/Experience: Bachelor's Degree in Business, Computer Science, or a related field; OR proven track record of driving ROI-focused product initiatives and a minimum of two years' experience within the EchoStar ecosystem.
- Required Technical Skills:
- Prompt engineering and persona management for virtual assistants.
- Natural Language Processing (NLP) and Natural Language Understanding (NLU) configuration
- Data retrieval and interpretation using Snowflake, SQL, or Athena
Visa sponsorship not available for this role
Salary RangesCompensation: $72,350.00/Year - $103,400.00/Year
BenefitsWe offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: EchoStar Benefits.
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
