Senior Conversational AI Engineer (Speech & NLU)

As a Senior Conversational AI Engineer at Capgemini, your role involves designing, building, and optimizing next-generation speech recognition, natural language understanding (NLU), and conversational AI systems. You will be responsible for transforming traditional DTMF-based IVR systems into an intelligent, multilingual conversational platform handling over 10 million annual interactions across multiple languages with high accuracy and natural user experience. Key Responsibilities: - Design and develop speech grammars (GRXML, ABNF) for 80+ customer intents across 5 languages - Optimize speech recognition for telephony environments, achieve and maintain 95%+ transcription accuracy - Handle dialects, code-switching, and informal speech, implement language detection and intelligent routing - Develop DTMF fallback mechanisms, tune acoustic models for enhanced performance - Build and train intent classification models across multiple languages, develop entity extraction models - Optimize models for regional and dialect-specific language nuances, achieve 90%+ intent classification accuracy - Design disambiguation logic for unclear user inputs, implement context handling for multi-turn conversations - Design natural and intuitive conversational flows, collaborate with VUI designers for enhanced user experience - Implement real-time sentiment and urgency detection, enable emotion-aware adaptive responses - Design intelligent escalation and IVR-to-agent handoff flows, continuously optimize journeys using analytics and feedback - Monitor call quality, latency, and failure scenarios, conduct QA reviews for complex interactions - Identify and fix misrouting and recognition errors, generate training datasets from failed interactions - Execute A/B testing for flow and model improvements, analyze call data, recognition accuracy, and NLU performance metrics Requirements: - 5+ years of experience in speech recognition, conversational AI, or NLU and Avaya - 3+ years working with IVR/voice assistant platforms, 2+ years experience with LLMs/Generative AI - Exposure to contact center platforms like Genesys, Avaya, Dialogflow - Domain experience in financial services is preferred About Capgemini: Capgemini is a global leader in partnering with companies to transform and manage their business through technology. With over 340,000 team members in more than 50 countries, Capgemini is trusted by clients to address their business needs, from strategy and design to operations, leveraging cloud, data, AI, and digital engineering. Note: Benefits include competitive compensation, comprehensive benefits package, career development opportunities, flexible work arrangements, dynamic work culture, private health insurance, pension plan, paid time off, and training & development. Benefit details may vary based on employee level. As a Senior Conversational AI Engineer at Capgemini, your role involves designing, building, and optimizing next-generation speech recognition, natural language understanding (NLU), and conversational AI systems. You will be responsible for transforming traditional DTMF-based IVR systems into an intelligent, multilingual conversational platform handling over 10 million annual interactions across multiple languages with high accuracy and natural user experience. Key Responsibilities: - Design and develop speech grammars (GRXML, ABNF) for 80+ customer intents across 5 languages - Optimize speech recognition for telephony environments, achieve and maintain 95%+ transcription accuracy - Handle dialects, code-switching, and informal speech, implement language detection and intelligent routing - Develop DTMF fallback mechanisms, tune acoustic models for enhanced performance - Build and train intent classification models across multiple languages, develop entity extraction models - Optimize models for regional and dialect-specific language nuances, achieve 90%+ intent classification accuracy - Design disambiguation logic for unclear user inputs, implement context handling for multi-turn conversations - Design natural and intuitive conversational flows, collaborate with VUI designers for enhanced user experience - Implement real-time sentiment and urgency detection, enable emotion-aware adaptive responses - Design intelligent escalation and IVR-to-agent handoff flows, continuously optimize journeys using analytics and feedback - Monitor call quality, latency, and failure scenarios, conduct QA reviews for complex interactions - Identify and fix misrouting and recognition errors, generate training datasets from failed interactions - Execute A/B testing for flow and model improvements, analyze call data, recognition accuracy, and NLU performance metrics Requirements: - 5+ years of experience in speech recognition, conversational AI, or NLU and Avaya - 3+ years working with IVR/voice assistant platforms, 2+ years experience with LLMs/Generative AI - Exposure to contact center platforms like Genesys, Avaya, Dialogflow