The Computational Linguist Contact Center Virtual Agent and IVR is 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.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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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.
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.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.