Our Client is looking for a Natural Language IVR Architect that is responsible for designing and implementing systems that use automated speech recognition (ASR) technology, including call flows, IVR scripts, queues, and routing strategies to optimize call handling and enhance customer experience. They collaborate with other architects and teams to ensure alignment with best practices and industry standards, manage the setup, configuration, and administration of the IVR platform, and demonstrate proficiency in ASR technology that accommodates diverse caller inputs.

Duties:

-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.

If you would like to learn more, please reach out to Elite Technical

Required Skills

Required Skills:

-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.