Conversational AI/NLU Specialist


Conversational AI/NLU Specialist

General Summary

The candidate will be responsible for designing, developing and implementing NLU/SLM/Conversational models.  Additional responsibilities include grammar tuning from a grammar and VUI perspective and problem analysis duties such as data collection, issue identification and report preparation.  The candidate will also be working with a team to analyze customer contact data, provide key insights, identify opportunities and define actionable recommendations with associated financial impacts. 

Principal Duties and Responsibilities

  • Develops Natural Language Understanding, Conversational, Statistical Language Model (SLM), and ASR grammars for various speech recognition engines.
  • Responsible for designing, developing, training, and tuning NLU/SLM/Conversational models for various speech recognition engines.
  • Lead the training of intent models and entity extraction models for chat and IVR.
  • Responsibilities will include application tuning and problem analysis duties such as analyzing application statistics, tuning statistics, call flow and grammars to provide written recommendations for application improvements.
  • Provide insight and actionable recommendations based on reporting and customer experience analytical tools to improve the IVR, chat and/or call routing experience and performance.
  • This person will conduct speech recognition application related studies, including confidence rejection threshold testing, alternate phonetic pronunciation, language model weighting variance testing, speech engine parameter setting, and speech grammar optimization.
  • Tasks require interaction with internal and customer staff including designers, developers, project managers and quality assurance teams.
  • Responsible for meeting customer and business goals as an individual and a member of a cross functional project team.
  • Interacts with senior internal and external personnel.

Knowledge, Skill and Ability Required

  • Requires a bachelor’s degree in Cognitive Science, Data Science, Industrial Psychology, Computer Science, Linguistics or a related field or equivalent experience, and a minimum of 5 years related experience.
  • Experience of building, training and tuning of Natural Language Understanding (NLU) models.
  • Ability to work with large structured and unstructured datasets.
  • Analytics experience.
  • Knowledge of phonology representations.
  • Must have a strong customer focus with excellent verbal and written communication skills (including report writing).
  • Experience with speech recognition engines such as Nuance, Omilia, Amazon Lex.
  • Knowledge of VoiceXML or cloud technology (Amazon, Google, etc.) is a plus.
  • Industry experience in data analytics, machine learning, or Natural Language Processing
  • Knowledge with analytical packages such as Tableau, BI or similar analytics products is a plus.
  • Knowledge of IVR, call center, and speech technology industry.
  • Knowledge of Perl, ECMA script, Linux/Unix, JavaScript, and SQL.

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