Natural Language IVR Architect

Job ID Number

R3163

Employment Type

Full time

Worksite Flexibility

Onsite

Job Summary

As the Natural Language IVR Architect, you will design and implement systems that use automated speech recognition (ASR) technology on the development team.

Job Description

Job Profile Summary

We are seeking a Natural Language IVR Architect to design and implement systems that use automated speech recognition (ASR) technology. This position will be full-time and hybrid.

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

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.