Natural Language IVR Architect - HYBRID

Natural Language IVR Architect

Location: Middletown PA (Hybrid Must be onsite 1 week out of every month)

Duration: 30 Months

Job Description

• 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 they re 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
  

Training / Experience Desired or 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.
  

Natural Language IVR Architect Location: Middletown, PA (Hybrid - Must be onsite 1 week out of every month) Duration: 30 Months Client: WWT/ Penn Turnpike Commission Rate: Best in Market Job Description 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 they re 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 Training / Experience Desired or Required 5 years experience with high-volume, multi-service 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.