AI/ML Voice Natural Language Processing Trainer

About the position

Wells Fargo is seeking a Lead Artificial Intelligence Solutions Consultant to spearhead AI initiatives, focusing on designing scalable machine learning innovations. This role involves managing NLP logic and intent mapping to enhance customer experiences through improved recognition and call processing, particularly as part of the migration to a new CCaaS platform.

Responsibilities

• Lead a team to identify, strategize and execute highly complex Artificial Intelligence initiatives to drive successful voice self-service experiences.
• Recommend business strategy and deliver Artificial Intelligence enabling Voice solutions to solve business challenges.
• Define and prioritize cases, obtain the required resources, and ensure the solutions deliver the intended benefits.
• Leverage Artificial Intelligence and Natural Language management expertise to evaluate technological readiness and resources required to execute the proposed solutions.
• Make decisions to drive the implementation of AI enabled voice experiences and programs while serving multiple stakeholders.
• Resolve issues which may arise during development or implementation.
• Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals.
• Partner with various peers including PM's, PO's UX designers and content strategist to plan, validate and execute the model and implementation of conversational experiences within the Voice virtual assistant.
• Define and implement the 'intents' and 'entities' that define the conversation interaction, along with the associated business rules, logic and API interactions that are required for sophisticated interactions.
• Responsible for building human language data sets to train machine learning models driving the virtual assistant.
• Work closely with other members of the product team and technology partners to identify enhancements to the conversational experiences.
• Act as a liaison between our AI Product team and Technology to ensure that our Voice Virtual Assistant delivers intelligent and intuitive conversations, resulting in a great customer experience.

Requirements

• 5+ years of Artificial Intelligence Solutions experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

Nice-to-haves

• Experience working with Google DialogFlow, Deepgram, and other CAI/NLP solutions to build voice experiences.
• Experience working with Human First, or similar tools, to manage utterance and intent mapping.
• Experience in quantitative or qualitative analysis.
• Experience working in the Contact Center Technology space to help design and build voice service experiences.
• Working knowledge of the CCaaS platform.

Benefits

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement