Natural Language IVR Architect

Location: onsite Harrisburg PA
12 month contract w/possible extension(s)

MustHaves:

• Minimum 57 years working with highvolume multiservice contact centers
• Experience with Nuance Natural Language IVR
• Proficient with Transformation / Modernization projects in a similar role

Position Overview

Seeking a Natural Language IVR Architect to design and implement systems that use automated speech recognition (ASR) technology.

Responsibilities:

• 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.

IVR,Nuance