Overview
Skills
Job Details
Principal Engineer (Speech Scientist) , IVR , Contact Center
Long term project
Remote
Direct Client
Description:
What you'll be doing
As the UX/CX Designer Principal Engineer (PE), you will be part of Verizon's Professional Services (PS) team. The PS team implements and maintains both Verizon hosted and premise solutions which contribute to millions in Verizon revenue. The solutions are critical to our customers (Verizon's Enterprise, Medium Business, and Government) so our focus is to consult with both quality and a sense of urgency in mind. The team is comprised of several professionals with decades of experience, covering multiple technologies, in Contact Center design and delivery. The work can be done from a Verizon office, remotely, and (at times) from a customer location. You will be working within our PS Customer Experience (CX) team to drive implementation of complex hosted solutions and PS revenue.
In this role, you'll be responsible for:
Conducting Pre-Sales assessments and aligning with Sales counterparts to support identified client billable opportunities. Participating in requirements discovery and documentation. Requiring significant organization skills and ability to store and recall large volumes of semantic and factual information.
Leading and assisting software engineering team efforts in designing, developing, testing and implementing Conversational Interaction / speech recognition and data exchange software applications for Verizon Enterprise customers, using the latest industry speech technology. Designing and delivering complex AI-driven applications using expertise with Conversational IVR.
Guiding and mentoring team members in all areas of responsibility, including UX/CX, speech recognition, professional communications, implementing process improvements, customer interactions, application design, and development.
Grammar design, grammar analysis, NLU and directed dialog grammar development. Conducting speech recognition tuning/ for speech projects developed for customers.
Assisting with Solution/Design documentation and tool development. Advanced Speech Voice User Interface/Interaction (UI) design and documentation. Employing relationship building skills to effectively position with key client stakeholders as value-added resources and achieve trusted advisor status.
Effectively identifying and communicating technical considerations and impacts to internal and external stakeholders. Exercising judgment and discretion in developing methods, techniques and evaluation criteria for obtaining results.
Working closely with Clients creating personas, gathering and interpreting requirements to identify appropriate technologies and features, developing logical and adaptive call flows, specifying system logic, writing natural and conversational system prompts, anticipating user responses, communicating the design via sample calls, and creating a detailed design specification document that directs call-flow and grammar development.
Owning application design throughout lifecycle to meet application metrics and KPIs; continuous improvement of application design to improve metrics/KPIs.
What we are looking for / you'll need to have:
Experience with Nuance tuning tools (v10/v11). Publishing multiple tuning reports.
Subject matter expertise of IVR, Natural Language, and ASR platforms.
Experience with Conversational Interaction (utilizing Nuance Krypton, Google CCAI, MS Azure/LUIS and several other market leading products and offering.
Minimum of ten years of experience in VUI design/testing and speech optimization. Improving large scale speech application performance for healthcare customers and enterprise customers.
Minimum of ten years of experience with pattern recognition, machine learning, linguistics, utterance classification, and signal processing knowledge.
Minimum of ten years of experience working directly with customer to improve speech recognition rates and reduce error rates. Minimum of five years writing prompt scripting for speech recognition applications.
Minimum of ten years of experience with VoiceXML and GRXML.
Minimum of seven years of experience with statistical data compilation, consolidation, and analysis to support decision-making. In other words, you are analytically and strategically minded and capable of telling the big-picture story and making recommendations based on trends and details found in the data.
To be able to educate customers of the principles & processes used to tune applications, options for improvement, criteria used to evaluate options, and likely outcomes.
Minimum of seven years of experience with human computer interaction and usability studies. Usability experience encompasses origination of test designs, identifying member participant demographics, recording and coaching voice talent for Wizard of Oz (Woz) protocol prompts, and conducting post-session evaluation interviews and obtaining subjective responses about user satisfaction and ease of use.
Minimum of seven years of experience in Contact Center service delivery. Solid understanding of IVR speech applications.
Must be able to manage multiple work-streams effectively and successfully.
Excellent customer presentation skills using PowerPoint and WebEx, as well as demonstrate technical writing skills. Must be detail-oriented and have the ability to maintain composure in challenging situations.
Minimum of five years of experience with Natural Language data collection analysis and tagging, grammar analysis, NLU development, and directed dialog grammar development.
Ability to work closely with cross-functional team of designers, architects, and content developers, as appropriate, to draft complex interaction flows, VUI designs, interactive prototypes, and detailed design specifications for conversational channels
Need to be able to support or lead UAT efforts for designed solutions
Even better if you have/Desirable qualifications:
A Master's degree in related field or equivalent experience in Business.
Omni-Channel, Chatbot, and/or Conversational IVR experience.
Bi-lingual (e.g. English and Spanish)
CX certification, for example the Certified Customer Experience Professional (CCXP) designation from the Customer Experience Professionals Association (CXPA)