Natural Language IVR Architect

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