Renae Rogers
Omaha,NE
Summary
Dynamic voice‑experience leader with 30+ years shaping high‑impact IVR/IVA solutions and elevating conversational design through deep technical mastery. Drives end‑to‑end delivery across industries with standout client communication, sharp problem‑solving, and expert command of modern conversational‑AI platforms.
Overview
35
35
years of professional experience
Work History
Senior Conversation Designer
HCLTech
03.2025 - Current
- Designed a next‑generation NLU IVR for a nationwide telecommunications company, elevating caller experience and enabling adoption of new technologies.
- Partnered closely with a third‑party development vendor to align design intent with technical implementation and keep delivery on track.
- Engineered creative, scalable solutions to close gaps between the IVR design and the new Genesys platform, ensuring a seamless end‑to‑end experience.
Senior AI Conversation Designer
Microsoft
08.2023 - 03.2025
- Served as design consultant for a major healthcare system during its transition to a next‑generation NLU IVR, guiding key experience and architecture decisions.
- Leveraged ChatGPT and Copilot to rapidly generate sample calls that brought proposed caller experiences to life for stakeholders and accelerated decision‑making.
- Collaborated with cross‑functional colleagues to gather data, validate assumptions, and ground design recommendations in proven best practices.
Senior Conversation Experience Designer
Nuance Communications
07.2017 - 08.2023
- Conducted comprehensive onsite discussions with key business leaders of a nationwide grocery chain to define requirements and oversee the design and review of a next-generation NLU IVR.
- Optimized and refined IVR experience to streamline user interactions and enhance comprehension.
- Partnered with business teams to reduce friction points and strengthen user identification accuracy for smoother, more efficient call flows.
- Elevated final product quality by directing voice‑talent sessions that delivered precise, on‑brand performances.
- Cultivated a culture of excellence by mentoring junior designers, emphasizing skill development and adherence to industry best practices.
User Experience Designer
West Corporation (Notifications Group)
12.2013 - 07.2017
- Improved customer engagement for a major retail pharmacy chain by optimizing outbound voice and SMS communication strategies.
- Increased design consistency and delivery speed by creating standardized call‑flow templates covering AMD, right‑party verification, error handling, and SMS compliance.
- Elevated industry visibility by leading a panel on the strategic role of voice in multi‑channel customer experiences.
System Software Principal Programmer/VUI Designer
ELoyalty/TTEC
07.2013 - 12.2013
- Improved caller experience across inbound and outbound interactions for a multi‑state poison and drug center.
- Uncovered key friction points through deep‑dive agent interviews and targeted call‑monitoring analysis.
- Applied best‑practice design enhancements that reduced caller confusion, shortened average handle time, and lowered agent transfer rates.
User Interface Designer
West Interactive Corporation
04.2013 - 07.2013
- Revamped residential and small‑business IVRs for a national security provider, improving customer routing and overall system performance.
- Reduced call duration and agent misroutes by conducting deep‑dive agent interviews and competitive analysis to drive stakeholder‑backed design changes.
- Accelerated speed‑to‑market by creating reusable VUI standards and user guidelines adopted across multiple projects.
Dialogue Designer
West Interactive Corporation
01.2000 - 04.2013
- Engineered an NLP‑powered speech solution that boosted automation performance for a top broadcast satellite provider.
- Turned raw interaction data into targeted call‑flow fixes that eliminated friction and improved key KPIs.
- Drove higher design success rates by leading Wizard‑of‑Oz and usability testing across multiple industries.
Creative Writer
West Interactive Corporation
01.1995 - 01.2000
- Created a dynamic concatenation library consisting of pre-recorded voice talent digits, dates, dollars/cents, times, etc. to be used for playback in multiple IVR interactions.
- Dedicated design lead and audio producer for a major satellite communications provider.
- Established standards and templates for call flow and detailed design documentation.
- Wrote demo applications and pre-sales call sample interactions.
- MAJOR ACCOMPLISHMENTS:
Production
Cable West Advertising
01.1991 - 01.1994
- Wrote copy for numerous client TV commercials, PSAs (Public Service Announcements), and company promos.
- Responsible for the videography and editing of client commercials.
- Promoted to Traffic Director within two years.
- MAJOR ACCOMPLISHMENTS:
Education
Bachelor of Arts - Broadcast Production
University of Nebraska-Kearney
Kearney, NESkills
Voice coaching & audio quality review
Voice coaching & audio quality review
Voice coaching & audio quality review
Voice coaching & audio quality review
Voice coaching & audio quality review
Voice coaching & audio quality review
Voice coaching & audio quality review
Timeline
Senior Conversation Designer
HCLTech
03.2025 - Current
Senior AI Conversation Designer
Microsoft
08.2023 - 03.2025
Senior Conversation Experience Designer
Nuance Communications
07.2017 - 08.2023
User Experience Designer
West Corporation (Notifications Group)
12.2013 - 07.2017
System Software Principal Programmer/VUI Designer
ELoyalty/TTEC
07.2013 - 12.2013
User Interface Designer
West Interactive Corporation
04.2013 - 07.2013
Dialogue Designer
West Interactive Corporation
01.2000 - 04.2013
Creative Writer
West Interactive Corporation
01.1995 - 01.2000
Production
Cable West Advertising
01.1991 - 01.1994
Bachelor of Arts - Broadcast Production
University of Nebraska-Kearney