Computational Linguist & Conversational Designer

Classification:
Contract

Contract Length: 12-months

Location:
Remote, United States

Computational Linguist & Designer– Contact Center Virtual Agent and IVR is a key technical resource designing NLP systems for conversational user experiences in patient virtual environments. The role works with product owners, developers, designers, and data scientists to conceptualize projects, recommend approaches, analyze data, and implement NLP solutions. The candidate should have background in contact center technologies relevant to healthcare and knowledge of cloud technologies such as Google CCAI.

• Design intent architecture and define intents, entities, training data, test data, and synonyms.
• Analyze or generate voice and chat-based training data to train and optimize language models and grammars for NLU; develop ML algorithms to automate intent prediction.
• Train and troubleshoot production NLU model performance to enable scale of future use cases.
• Refine language models to target KPI optimization, such as increasing VA/IVR containment or reducing transfer rate.
• Work with Conversation Designers and Developers to optimize platform settings for NLU performance; define and tune platform thresholds and global handling behaviors.
• Adjust and tune speech recognition models and text-to-speech pronunciations to adapt to healthcare terminology.
• Stay abreast of changes in Large Language Model (LLM) and Generative AI platforms and technologies.
• Elicit, analyze, and validate the business needs of stakeholders related to virtual agent and IVR technologies.
• Prioritize collected requirements and work with project team to document strategy and opportunities of call flows.
• Research, review, and analyze the effectiveness and efficiency of existing requirements-gathering processes and develop strategies for enhancement.
• Participate the QA of products and solutions to ensure features and functions have been enabled and optimized.
• Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
• Develop and utilize standard templates to accurately and concisely write requirements specifications.
• Create process models, specifications, diagrams, and charts to provide direction to developers and the project team.
• Conduct peer reviews of the business requirements to ensure correct interpretation.
• Partner with stakeholders to identify and document strategy and opportunities for call flows that enable continuous improvement and meet business goals.
• Accountable for demonstrating success of virtual agent and IVR technologies through improved containment, resolution rates, patient satisfaction, and lower total cost per account.
• Apply technical knowledge to recommend opportunities for optimizing business process through technology.
• Work with IT and Operations to help expand and implement virtual agent technologies to other business units within Contact Centers.
• Analyze data design needs for business decisions, issue resolution, and validation of solutions.
• Provide an environment that encourages information sharing, team-based resolution, cross-training, and process improvement, and provide guidance to junior staff.
• Discover and evaluate requirements, design end-to-end user experience and content strategy, create conversational flows and prompts, test, and iterate.
• Design conversational AI experiences that are natural, engage customers, answer questions, or take actions on transactions, ensuring consistent brand, voice, and tone.
• Identify new intent opportunities to increase self-containment and simplify agent processes, aligning with overall communication channel strategy.
• Act as an expert and advisor to business stakeholders and product managers on user experience design improvement and industry best practices.
• Work closely with NLP experts and engineering on requirements and tasks, document design details, and conduct design handoffs.
• Frame, design, and conduct in-depth design research, uncover opportunities and generate unique insights.
• Synthesize and interpret large amounts of quantitative and qualitative data, champion and effectively communicate recommendations.

• Bachelor's degree in computational linguistics, linguistics, computer science, data science, math, statistics or related field.
• 5+ years of conversational experience, including 5+ years in Content Design and Conversation Design with proven track record of successful deployments in both voice and digital virtual agents.
• 2+ years of Experience in Google Dialog Flow CX or other major AI platforms (Amazon Lex or Microsoft Luis) is required.
• Experience with a dialer preferred.
• Experience with data visualization tools like Tableau, Power BI, etc. preferred.
• Experience in related industries a plus (e.g., healthcare, collections, financial, data analytics and processing).
• Experience working in Agile work environments.
• Experience with flowcharting software, like Lucid, Visio and Voiceflow for prototyping.
• Healthcare Revenue…