Location : onsite Harrisburg PA
12 month contract w / possibleextension(s)
MustHaves :
- Minimum57 years working with highvolume multiservice contactcenters
- Experiencewith Nuance Natural LanguageIVR
- Proficientwith Transformation / Modernization projects in a similarrole
PositionOverview
Seekinga Natural Language IVR Architect to design and implement systemsthat use automated speech recognition (ASR) technology.
Responsibilities :
- Designand implement systems that use automated speech recognition (ASR)technology
- Designand implement call flows IVR scripts queues and routing strategiesto optimize call handling and customerexperience
- Collaboratewith other architects and teams to ensure the overall architecturealigns with best practices and industrystandards
- Managethe setup configuration and administration of the IVRplatform
- Proficiencyin a particular type of ASR technology that allows callers to saywhat theyre calling about in a wide variety ofways
- Leverageunderstanding of statistical language models (SLMs) and statisticalsemantic models (SSMs) which are key elements of a Natural LanguageIVRsystem
- Trainthese models on a large number of sentences that callers typicallysay
- Abilityto capture complex meanings from callerinputs
- ManageIVR capabilities in an omnichannel context (web portal mobile textchatbot etc.) to ensure interactioncontinuity.
IVR,Nuance
Natural Language IVR Architect
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