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Natural Language IVR Architect

3 months ago

Harrisburg, United States e&e IT Consulting Services, Inc. Full time

e&e is seeking a Natural Language IVR Architect for a hybrid (ONE week a month on site) 30 -month contract opportunity in Harrisburg, PA

The Natural Language IVR Architect will be a part of an exciting and innovative technological solution to support our customer engagements. It is an advanced back-office system that, when developed and deployed, will allow customers to engage and address all their business needs, via a multitude of channels (web, mobile app, chatbot, chat, IVR, phone, social media, etc.). We are dedicated to transforming customer engagement businesses through innovative technology and strategic insights. Our team is composed of passionate professionals committed to excellence and continuous improvement, and our team is growing.

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


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 projects in a similar role is required.