Fully Remote - Computational Linguist (Contact Center IVR & Virtual Agent)
6 months contract to hire (Intention to convert as permanent based on performance)
Pay Rate: 55 – 65/hr
Insight Global is hiring for a Computational Linguist – Contact Center Virtual Agent and IVR to support our client's healthcare organization fully remotely. This individual will work on CST and will serve as a key technical resource on projects which designs and manages Natural Language Processing (NLP) systems for conversational user experiences. This person works with product owners, developers, designers, and data scientists/analysts to conceptualize projects, recommend approaches, analyze data, and implement NLP solutions. In this role, you will partner with Product, Engineering, and Business stakeholders to design industry-leading, empathetic, and delightful customer experiences that engage customers and at the same time resolve their issues promptly. The individual filling this position should have a background and general understanding of contact center technologies as it pertains to the healthcare industry. Prior knowledge of Noble, Avaya or Contact Center as a Service, Cloud technologies (Google CCAI preferred), and Software Development Life Cycle experience is a plus.
Must Haves:
• 5+ years of conversational experience, including 5+ years in Content Design and Conversation Design with proven track record of successful deployments with projects in both voice and digital virtual agents.
• 2+ years of Experience in Google DialogFlow CX or other major AI platforms (Amazon Lex or Microsoft Luis) is required.
• 2+ years of experience with Contact Centers, IVR/VUI, and/or conversational AI projects.
• Prior knowledge of Noble, Avaya or Contact Center as a Service, Cloud technologies (Google CCAI preferred)
• Experience with flowcharting software, like Lucid, Visio and Voiceflow for prototyping.
• Experience working in Agile work environments.
Plusses:
• Experience with a dialer system preferred.
• Experience in related industries a plus (e.g., healthcare, collections, financial, data analytics and processing).
• Experience with data visualization tools like Tableau, Power BI, etc. preferred.
• Healthcare Revenue Management experience is preferred.