Consultant, Conversational NLU & Optimization Analytics

Concentrix is looking for a Conversational NLU Optimization Analyst to work with a team to analyze customer contact data, provide key insights, identify opportunities, and define actionable recommendations with associated financial impacts. The analysis will include the investigation of Speech/DTMF IVR calls, chatbot, agent interactions and customer satisfaction surveys. The candidate will also be responsible for designing, developing and implementing NLU/Conversational models

In this role you will,

• Provide insight and actionable recommendations to improve the customer experience.
• Responsible for designing, developing, training, and tuning NLU/Conversational models for various recognition engines.
• Lead the training of intent models and entity extraction models for chatbots and IVR including creation of the prompt engineering to instruct GenAI.
• Analyze qualitative and quantitative data and identify opportunities. Perform analysis of large client data sets and provide recommendations for improvement related to the project with limited direction. Determine areas for drill-down focus and conducts follow-up analyses to understand the drivers of performance.
• Ability to dive into the details of the customer experience reports and data to mine out significant opportunities.
• Responsible for using customer experience analytical tools to analyze customer behavior across multiple touch points (e.g., IVR, Chat, CTI, satisfaction survey channels).
• Design reports that provide insight into the performance of the caller experience.
• Package and present high-impact findings and recommendations to clients and internal teams.
• Establish and maintain client relationships through credibility of ideas and recommendations. Become a trusted partner.
• Be a part of project teams to successfully complete all phases of a data analysis project, including but not limited to: Planning, Data Collection, Data Cleansing, Analysis, and Recommending Solutions.
• Employ tools such as BI, Tableau, AWS Quick Sight, speech analysis, text analysis, or other advanced analytic tools to develop insight.
• Work with internal design and development teams to determine the best solution design and customer experience.
• Responsible for meeting customer and business goals as a member of a cross functional project team.
• Normally receives little instruction on day-to-day work and general instructions on new assignments. Self-motivation required. Success is dependent on value identified and demonstrated in the form of actionable, high-impact recommendations.

Skills you will need:

• Must have a strong customer focus with excellent verbal, presentation and written communication skills
• Must have strong problem-solving, analytical, and quantitative skills
• Knowledge of IVR, chat, call center, and speech technology industry are a plus
• Experience using Tableau and Python (or similar tools)
• Experience with Artificial Intelligence (AI), Machine Learning, Large Language Models (LLM)
• Experience using AI tools to create solutions.
• Knowledge of statistical concepts and applications
• Knowledge with contact centers, customer satisfaction or CX data analysis
• Minimum 4 years experience in consulting, customer relationship management, analytical analysis and/or statistical analysis
• Bachelor s degree in related field from a four-year college or university