Source description
About the role
Role: Natural Language IVR Architect
Duration: Full time Location: Hybrid in Harrisburg, PA
Job Profile Summary: We are seeking a Natural Language IVR Architect to design and implement systems that use automated speech recognition (ASR) technology.
What You’ll 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 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 What You'll Need
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.
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
-- Thanks & Regards, Kalyan Sadanala| Talent acquisition specialist Thoughtwave Software and Solutions 314 N. Lake St, Suite 6, Aurora IL 60506 Desk: 6303132177, EXTN: 148 Text Message: 8722346381 Email: Kalyan@thoughtwavesoft.com Website: www.thoughtwavesoft.com Linked in: https://www.linkedin.com/in/kalyan-sadanala-21b678214/
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