Natural Language IVR Architect C
Location: Harrisburg PA (onsite)
Contract Duration: 12 Months
Job Profile Summary:
- We are seeking a Natural Language IVR Architect to design and implement systems that use automated speech recognition (ASR) technology.
- This position will be fulltime and hybrid.
What Youll Do:
- Design and implement systems that use automated speech recognition (ASR) technology
- Design and implement call flows IVR scripts queues and routing strategies to optimize call handling and customer experience
- Collaborate with other architects and teams to ensure the overall architecture aligns with best practices and industry standards
- Manage the setup configuration and administration of the IVR platform
- Proficiency in a particular type of ASR technology that allows callers to say what theyre calling about in a wide variety of ways
- Leverage understanding of statistical language models (SLMs) and statistical semantic models (SSMs) which are key elements of a Natural Language IVR system
- Train these models on a large number of sentences that callers typically say
- Ability to capture complex meanings from caller inputs
- Manage IVR capabilities in an omnichannel context (web portal mobile text chatbot etc.) to ensure interaction continuity
What Youll Need Required:
- 5 years experience with highvolume multiservice contact centers is required
- Experience with Nuance Natural Language IVR is required
- Experience with at least 2 Contact Center Transformation/Modernization project in a similar role is required.
Physical Demands:
- Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal state and local standards
- Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings etc.
- Ability to conduct repetitive tasks on a computer utilizing a mouse keyboard and monitors