Consultants

Description

**Conversational NLU Optimization Analyst Role

We are looking for a skilled Conversational NLU Optimization Analyst to join our team. The successful candidate will analyze customer contact data, provide key insights, identify opportunities, and define actionable recommendations with associated financial impacts.

The analysis will involve investigating Speech/DTMF IVR calls, chatbot, agent interactions, and customer satisfaction surveys. Key responsibilities include:

Providing insight and actionable recommendations to improve the customer experience

Designing, developing, training, and tuning NLU/Conversational models for various recognition engines

Leading the training of intent models and entity extraction models for chatbots and IVR, including creation of prompt engineering to instruct GenAI

Analyzing qualitative and quantitative data and identifying opportunities

The ideal candidate will have strong problem-solving, analytical, and quantitative skills, as well as experience using Tableau and Python. Knowledge of IVR, chat, call center, and speech technology industry is a plus. Experience with Artificial Intelligence (AI), Machine Learning, Large Language Models (LLM) and AI tools to create solutions is also desired.

A minimum of 4 years of experience in consulting, customer relationship management, analytical analysis, and/or statistical analysis is required. A Bachelor's degree in a related field from a four-year college or university is necessary.

The successful candidate will be self-motivated, able to work independently, and have excellent verbal, presentation, and written communication skills. They will be responsible for meeting customer and business goals as a member of a cross-functional project team.

Industries:Consumer Services, Information Technology & Services, Outsourcing/Offshoring