Lead Contact Center/Multi-Channel Advisor 

Location:  Southern Texas

Position Type:  Full Time

Percentage of Travel:  Less than 25%

Relocation assistance available 

PURPOSE OF POSITION

Provides specialized technical support and oversight in the design and implementation of multichannel contact routing solutions. Independently performs complex work often unique work assignments and problem resolution across multiple systems, functions, processes. Leads strategy development and advises cross-functional management on enterprise applications and capabilities.

JOB DUTIES

•        Leads and motivates cross-functional team members in the development and delivery of multichannel contact routing solutions.

•        Provides technical expertise in analyzing, designing, developing, testing, and implementing multichannel contact routing design solutions ensuring compatibility with existing plans and adjunct systems. Provides technical direction in highly complex, operational emergencies and recoveries. Develops strategic external and internal network routing plans and designs for inbound and outbound voice, web chat and collaboration and blended multichannel.

•        Applies Voice User Interface (VUI) and speech recognition best practices in the design of IVR applications. Conducts usability tests using Wizard of Oz (WOZ) prototypes and incorporates usability and usage data to refine design.

•        Advises senior management on project-related issues.

•        Serves as the primary resource for cross-functional team members on nonstandard or unique escalated issues.

MINIMUM REQUIREMENTS

•        Bachelors degree in related field (or equivalent work experience).

•        8+ years relevant Voice design or systems experience.

•        2+ years relevant Financial Services experience.

•        1+ year demonstrated leadership experience.

•        Advanced knowledge of Voice technology platforms, applications and standards.

•        Advanced knowledge of design concepts.

PREFERRED BACKGROUND

•        Extensive experience with contact center and multi-channel solutions in a variety of industries with specific knowledge and experience in identifying, analyzing, and applying business requirements to contact center applications.

•        In-depth industry knowledge and expertise deploying multi-channel solutions such as Cisco ICM, Avaya ACD, speech enabled IVR, contact blending, video, workforce management, and quality/recording applications.

•        Extensive experience developing contact center business strategies: multi-channel routing, contact blending, applying unified communication capabilities to the contact center, and remote work programs.

•        Experience with proactively monitoring and communicating new features and services to internal stakeholders and leadership team; work with stakeholders and project team to prioritize collected requirements.

•        Strong analytical and product management skills including a thorough understanding of how to interpret customer business needs and translate them into business requirements specifications in both technical and user-friendly language.

•        Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.

•        Experience identifying and establishing scope and parameters of requirements analysis in order to define impact, outcome criteria, and measure-taking actions.

•        Ability to create process models, specifications, diagrams, and charts to provide direction to developers and/or the project team.

•        Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of business and IT executives and subject matter experts.

•        Ability to present complex ideas in a concise and objective manner.

•        Effective organizational, prioritization, and time management skills and multi-tasking ability.

•        Experience operating in a fast-paced, deadline-driven environment.

•        Attentive to detail, producing consistent, high quality, and reliable work with excellent planning, analytical, and time management skills.

•        Ability to remain flexible, work independently and prioritize tasks.

•        Excellent interpersonal skills and ability to maintain good working relationships, and manage a variety of internal stakeholder needs.

Please refer to Position ID:  AXG-1288       Click here to apply online

Contact:

Arnold Garlick
President, Pacific Search Consultants
arnold@...
office:  949. 366. 9000 extension 2#
fax:  949. 366. 9200
www.SpeechTekJobs.com
LinkedIn recommendations

Lead Contact Center/Outbound Architect

Location: Southern Texas

JOB DESCRIPTION:

PURPOSE OF THE POSITION

Provides specialized technical support and oversight in the design and implementation of multi-channel contact routing solutions. Independently performs complex work often unique work assignments and problem resolution across multiple systems, functions, processes. Leads strategy development and advises cross-functional management on enterprise applications and capabilities.

JOB DUTIES

•        Leads and motivates cross-functional team members in the development and delivery of multi-channel contact routing solutions.

•        Provides technical expertise in analyzing, designing, developing, testing, and implementing multi-channel contact routing design solutions ensuring compatibility with existing plans and adjunct systems. Provides technical direction in highly complex, operational emergencies and recoveries. Develops strategic external and internal network routing plans and designs for inbound and outbound voice, web chat and collaboration and blended multi-channel.

•        Applies Voice User Interface (VUI) and speech recognition best practices in the design of IVR applications. Conducts usability tests using Wizard of Oz (WOZ) prototypes and incorporates usability and usage data to refine design.

•        Advises senior management on project-related issues.

•        Serves as the primary resource for cross-functional team members on non-standard or unique escalated issues.

MINIMUM REQUIREMENTS

•        Bachelors degree in related field (or equivalent work experience).

•        8+ years relevant Voice design or systems experience.

•        2+ years relevant Financial Services experience.

•        1+ year demonstrated leadership experience.

•        Advanced knowledge of Voice technology platforms, applications and standards.

•        Advanced knowledge of design concepts.

PREFERRED BACKGROUND

•        Extensive experience with outbound dialing solutions for marketing and collections in a variety of industries with specific knowledge and experience in identifying, analyzing, and applying business requirements to outbound dialing applications.

•        Experience with planning and enabling business strategies for contact routing, toll free services, speech enabled IVR, blending multi-channel interactions as well as a working knowledge of with desktop software solutions, quality/recording, and workforce management solutions.

•        Experience with proactively monitoring and communicating new features and services to internal stakeholders and leadership team; work with stakeholders and project team to prioritize collected requirements.

•        Strong analytical and product management skills including a thorough understanding of how to interpret customer business needs and translate them into business requirements specifications in both technical and user-friendly language.

•        Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.

•        Experience identifying and establishing scope and parameters of requirements analysis in order to define impact, outcome criteria, and measure-taking actions.

•        Ability to create process models, specifications, diagrams, and charts to provide direction to developers and/or the project team.

•        Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of business and IT executives and subject matter experts.

•        Ability to present complex ideas in a concise and objective manner.

•        Effective organizational, prioritization, and time management skills and multi-tasking ability.

•        Experience operating in a fast-paced, deadline-driven environment.

•        Attentive to detail, producing consistent, high quality, and reliable work with excellent planning, analytical, and time management skills.

•        Ability to remain flexible, work independently and prioritize tasks.

•        Excellent interpersonal skills and ability to maintain good working relationships, and manage a variety of internal stakeholder needs.

Please refer to Position ID:  AXG-1289       Click here to apply online

Contact:

Arnold Garlick
President, Pacific Search Consultants
arnold@...
office:  949. 366. 9000 extension 2#
fax:  949. 366. 9200
www.SpeechTekJobs.com
LinkedIn recommendations

Director of Program Management

Location: Bay Area                                    

Position ID: AXG-1279

A great career opportunity for a successful veteran in Program Management.  You will be responsible for key strategic accounts with the potential to deliver over $65M in annual revenue while managing all program/project responsibilities including overall client satisfaction. You will have direct responsibility for overseeing assigned project managers, providing leadership, coaching, and guidance for successful delivery of client initiatives to ensure that new and existing clients are aware of all relevant products offered in order to solidify the client relationship, add value, and become a true partner in that client's business. Experience partnering with Sales and Operations to manage relations, issues, negotiations, strategy, and execution of services in support of client requirements and targeted financial goals is required.

EDUCATION & EXPERIENCE:

• 10+ years of related business experience and training

• Previous experience in a senior-level client facing role (Sales/Operations) and/or previous management experience, hiring, training and developing staff

CANDIDATE PROFILE:

• Able to translate knowledge of client's business strategy, priorities, organization and culture into a strategic account plan that drives the overall relationship

• Proven track record of building strong Client relationships in a large complex environment

 • A strong background of success in Channel sales

• Proven ability to manage multiple priorities

• Ability to not only maintain existing client base, but to grow client base as the account had the potential to double in revenue

• Strong background and success in the technology sector

• Ability to focus on growing and enhancing C level relations

• Skilled in financial management (Pricing models and/or P&L, Budget, Forecasting, Expense Management)

• Relevant industry knowledge and/or product/service knowledge

• Strong client facing skills: presentation, written communication, etc.

• Ability to work in an unstructured environment

• Excellent, proven interpersonal and communication skills

• Demonstrated decisiveness and leadership.  

Please send your confidential response to:

Ron Beyner

Senior Consultant, Pacific Search Consultants

ron@...

951.662.4301

Pacific Search Consultants  â–ª   Professional Recruiters in Speech Technology

phone: 949.366.9000  â–ª   fax: 949.366.9200  â–ª   www.SpeechTekJobs.com

Contract / Consultant and Full Time - Business Systems Analyst - IVR Systems

Location: Los Angeles area     Position ID:  AXG-1274   

This position can be filled with either a full time employee or a contractor/ consultant.  Either way, the individual needs to work on-site at the company's headquarters in the Los Angeles area. Relocation assistance is available.

JOB DESCRIPTION:

Under direction of Manager of IVR Development, the IVR Business Systems Analyst (BSA) is responsible for the detailed design, construction, documentation, and support of telephony speech- and DTMF-based systems and related voice user interfaces. The BSA must have a proven background developing IVR's that meet established specifications, design criteria, quality standards and business requirements. The company's three global Call Centers (in three different continents) feature state-of-the-art  IVR systems that serve as the callers' first point of contact. Therefore, the IVR's are mission-critical applications to the organization. The BSA will provide the highest quality analysis to ensure the timely delivery of process automation and enhancements that meet the organization's evolving needs.

•        The BSA will work closely with internal company groups (stakeholders) which generate new ideas for product functionality.

•        The BSA gathers and documents new requirements, designing callflows based on what the stakeholders want, while also advising as to the best way to achieve the desired functionality using speech or DTMF.

•        As new features are added to existing callflows or other changes are made, the BSA updates callflows and related documentation.

•        The BSA provides requirements documentation and callflow diagrams to internal IVR Developers (who write VXML, C#, Javascript, and XSL programs as needed to implement the callflows).

•        The Analyst will design most of the voice user interfaces (especially the upfront design and vetting with the stakeholders), with the IVR Developer assisting on some design details.

•        The Business Systems Analyst will not have any coding responsibilities. (The IVR Developer performs all required programming.)

DUTIES & RESPONSIBILITIES

•        Design, create and document effective, natural language callflows with a high degree of usability.

•        Analyze and define system requirements for IVR applications to meet business requirements.

•        Prepare and maintain complete business requirement specification and design documents.

•        Facilitate the coordination of technical projects by acting as the liaison between the business users/stakeholders and various systems groups. 

•        Work closely with business managers to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications; and work closely with the Project Management Office (PMO) in the implementation of solutions.

•        Work on project deliverables while supporting day-to-day production activities.

•        Interface between Business Units and Information Technology (IT).

•        Conduct the documentation review meetings; obtain approval signatures to proceed.

•        Participate in projects through the various phases of the SDLC.

•        Initiate Architectural review.

•        Attend internal technical project meetings, as needed.

•        Attend meetings with external vendors.

•        Attend QA bug meetings.

•        Assess business risk, potential severity, probability and strategy.

•        Coordinate user acceptance testing of system enhancements and projects.

•        Provide stabilization confirmation.

•        Provide post production support and assess system health.

•        Create and maintain IT Business Requirement Document (BRD) or Software Requirements Document (SRD) or other equivalent written documentation.

•        Create and maintain callflow documentation using Visio, MS Word, Excel, PDF, SharePoint, and similar tools.

•        Create and maintain script documentation.

•        Supervise script translations and recordings.

•        Document process flows and system specifications.

•        Review enhancements and projects after implementation to ensure compliance to specifications and objectives as well as backward compatibility with existing systems.

•        Resolve reported issues, directing the necessary resources as each item warrants.

•        Perform troubleshooting and analysis to assess root cause of application and data issues.

•        Adhere to all policies and procedures concerning all confidential information including but not limited to internal use and restricted information, including Protected Consumer Information (PCI) and Protected Health Information (PHI).

•        Administer duties as defined by the company's performance review plan within the required deadlines.

QUALIFICATIONS:

•        Facility with natural language, and English in particular.

•        Minimum of 3 years professional experience in an IT environment.

•        Minimum of 1 year professional experience in analysis.

•        Minimum of 1 year experience with IVR / callflows / scripts.

•        Minimum of 1 year Microsoft Visio experience.

•        Experience working with IVR systems.

•        Demonstrated knowledge and experience in requirements gathering.

•        Strong experience with systems analysis and functional design.

•        Experience with specification documentation and problem resolution.

•        Thorough understanding of the full software development life cycle.

•        Ability to communicate effectively, verbally and in writing, with technical, business, and management staff.

•        Excellent interpersonal skills with the ability to develop cohesive working relationships with internal and external clients.

•        Flexibility to adapt to change and willing to learn and develop new skill sets as applicable.

•        Pre/post-implementation support skills involving user functional support and high-level troubleshooting. Application and technical architecture disciplines.

PREFERRED EXPERIENCE (not is absolutely required):

•        Experience with speech recognition systems.

•        Bachelor's degree in a business, financial or technical field.

•        Experience working in an IT development environment based on Microsoft .NET framework.

•        Banking and/or credit card systems (stored value systems) experience.

•        Experience using SharePoint.

•        SQL Server Query Analyzer and SQL Server Enterprise Manager.

•        Project management experience.

•        Client-server application development experience and concepts familiarity.

•        Web application development experience and concepts familiarity.

•        RDBMS skills and SQL knowledge.

•        UML process experience.

•        Knowledge of the Spanish language.

•        Linguistics (grammars, syntax, semantics, phonology) background a plus.

Competitive compensation and benefits package including Medical, (HMO & PPO), Dental, and Vision benefits, 401k Plan, Life Insurance, paid vacation, holidays and sick time.

Please refer to Position ID:  AXG-1274   

Contact:

Arnold Garlick

President, Pacific Search Consultants

arnold@...

office:  949. 366. 9000 extension 2#
www.SpeechTekJobs.com

Y! group: http://groups.yahoo.com/group/speechtechnologyjobs/

Pacific Search Consultants  â–ª   Professional Recruiters in Speech Technology

phone: 949.366.9000  â–ª   fax: 949.366.9200  â–ª   www.SpeechTekJobs.com

Contract / Consulting & Full Time - IVR Developer / VXML, C#, XSL, Javascript

Location: Los Angeles area     Position ID:  AXG-1271   

Job Description:

This position can be filled with either a full time employee or a contractor/ consultant.  Either way, the individual needs to work on-site at the company's headquarters in the Los Angeles area. Relocation assistance is available.

The IVR Developer is responsible for the detailed design, construction, implementation, and support of telephony Speech- and DTMF-based user interface systems that meet established specifications, design criteria, quality standards and business requirements. With global Call Centers in three continents, the IVR is the callers' first point of contact, and therefore, is a mission-critical application to the organization.

•        The developer will have primary responsibility for coding in VXML, C#, Javascript, and XSL as needed to implement various callflows.

•        Will work closely with the Business Systems Analyst (who generates and updates business requirements and create all related callflows) to assure the programming conforms to each requirements doc and callflow diagram.

•        Will write test procedures and perform unit testing; integrate with other system components; perform debugging, troubleshooting, QA and production support.

•        Will design some of the upfront voice user interface details in support of the Business Systems Analyst, especially during initial vetting of requirements with the internal company stakeholders.

•        Responsible for coding new projects with new designs as well as maintaining/updating existing applications that do not involve much new design work.

•        Reports to the Manager of IVR Development

Additional Duties:

•        Design, create and implement effective, natural language call flows with a high degree of usability.

•        Analyze and define system requirements for IVR applications to meet business requirements.

•        Prepare and maintain complete programming specifications, functional design, and technical design documents.

•        Analyze, code, test, and debug IVR programs and applications.

•        Design and implement solutions using VoiceXML, XSLT, and C# that integrate the IVR with supporting service and database layers.

•        Support testing, debugging and resolution of issues.

•        Participate in and assist with user focus groups, tuning, usability testing, refactoring, optimizing call flows.

•        Perform troubleshooting and analysis to assess root cause of application issues.

•        Make recommendations to improve operating efficiency and functionality of voice user interface.

•        Provide regular status reports to Manager of IVR Development.

•        Maintain a high degree of business functional knowledge and stay current with automated technologies and tools.

•        Administer duties as defined by the performance review plan within the required deadlines.

Qualifications:

•        Facility with natural language, and English in particular.

•        Excellent communication and problem-solving skills.

•        Excellent writing skills.

•        Ability to develop cohesive working relationships with internal and external clients.

•        Strong technical, logical, analytical, and problem solving skills. 

•        Minimum of 2 years general computer software programming experience.  VXML, service-oriented architecture, object-oriented design, .NET, XSLT, and C# experience are all a plus, but not absolutely required.

•        Ability to manage multiple deliverables in a highly energized and fast-paced environment

•        Thorough understanding of the full software development life cycle.

Preferred Experience:

•        IVR application design and development of interactive telephony systems (IVR, call flows, prompts, DTMF, ASR, human factors)

•        Designing and developing IVR applications using VoiceXML (VXML)

•        Designing and developing speech-enabled applications using automatic speech recognition (ASR)

•        Nuance/SpeechWorks OSDM experience

•        Designing human interfaces

•        Working in an IT development environment based on Microsoft .NET framework & Web Services

•        Familiarity with Agile development practices

•        Banking and/or credit card systems (stored value systems) experience

•        Knowledge of the Spanish language

•        Linguistics (grammars, syntax, semantics, phonology) background a plus.

Additional information:

This is certainly not a typical IVR for a typical call center. The company has built the largest domestic cash-acceptance network of its kind, offering prepaid card reloading and other cash collection services to America's leading banks and financial services companies. They offer the first ever cash-acceptance network for the reloading of prepaid (debit) cards by any issuer.

The company's fully speech-enabled IVR handles an average of 175,000 calls per day, with only about 400 live agents total (and only about 250 agents taking calls at any given time).  So the IVR serves the vast majority of callers without ever needing to speak with an agent.

Two positions have been created to further develop the capabilities of the Call Center. In addition to the IVR Developer role, there is a new Business Systems Analyst (BSA) who will work closely with the developer. The main difference between the BSA and the IVR Developer is that the BSA does not do any coding, while the IVR Developer's primary responsibility is to do the required coding for all related development projects.

The IVR Developer will get requirements documents and callflow diagrams from the Business Systems Analyst and will write the VXML / C# / Javascript / XSL code needed to implement the callflow. The developer will also perform unit testing and integrate with other system components and debug / troubleshoot as needed, while providing QA and production support.

(In a complementary role, the Business Systems Analyst interfaces with stakeholders, gather and document requirements, design and document callflows based on what the stakeholders want, while also being an internal adviser as to the best way to fulfill the requirements using speech or DTMF etc. The BSA will also work on scripting and be a subject matter expert on the requirements and the design going forward. As new features are added to existing callflows or other changes are made (by other internal groups), the BSA updates the docs as needed.)

The role of the Development Manager is to make sure this all happens correctly.  So the Dev Mgr ends up doing/consulting on some of the design and much of the coding, in addition to being responsible for timelines and the maintenance needs of all the applications.

The Development Group does not deal directly with any external customers. They deal with the internal Customer Care Department to improve the IVR and come up with innovative ways to implement the ideas that come out of the Customer Care and Product Development groups. So the head of Customer Care is one of the primary stakeholders in the company's new product development. All of the stakeholders are internal departments.

With the IVR providing the single gateway to the call center, the Customer Care Group runs the call center and shapes the overall customer experience. The two main stakeholders are the Customer Care Group and the Product/ Bus Dev Group. The other stakeholders are the Product Group (which comes up with new projects, etc.), and the internal IT, QA, PMO (aka Business Development) Groups. 

Competitive compensation and benefits package including Medical, (HMO & PPO), Dental, and Vision benefits, 401k Plan, Life Insurance, paid vacation, holidays and sick time.

Please refer to Position ID:  AXG-1271      Click here for more information

Contact:

Arnold Garlick

President, Pacific Search Consultants

arnold@...

office:  949. 366. 9000 extension 2#
www.SpeechTekJobs.com

Y! group: http://groups.yahoo.com/group/speechtechnologyjobs/

Speech Processing System Architect

Location:  Boston area (Relocation assistance is available)

US citizenship required     Position ID:  AXG-1276

JOB DESCRIPTION:

•        Will develop all elements of complete new embedded / real time speech processing systems.

•        Will combine advanced processing engines with environment mitigation techniques and high quality acquisition to develop solutions for transmitted free field speech.

•        You will also develop and exploit high performance and size / power constrained hardware implementations.

•        Working from customer requirements, you will separate a problem into its various parts, address or delegate each as appropriate, and report results and recommendations to customers and senior management.

•        Requires solid understanding of the inner workings, benefits and limitations of current approaches to the common speech processing issues.

•        You must be able to extend these approaches to compensate for common modeling errors

•        Should also be able to develop efficient architectures and hardware implementations.

KEY SKILLS:

•        Speech Recognition / Speech Processing

•        Experience developing speech algorithms

•        DSP experience required

•        A proven track record of innovation

•        Strong technology leadership

•        The ability to work outside of your comfort zone

•        Embedded real time processing

•        Wireline and wireless free field speech

•        Mismodeling

•        Model drift

Contact:
Ron Beyner
Pacific Search Consultants
ron@...
951.677.5515

Business Systems Analyst - IVR Systems

Location: Los Angeles area     Position ID:  AXG-1274   

JOB DESCRIPTION:

Under direction of Manager of IVR Development, the IVR/Voice User Interface (VUI) Business Systems Analyst (BSA) participates in the detailed design, construction, documentation, and support of telephony Speech- and DTMF-based user interface systems that meet established specifications, design criteria, quality standards and business requirements. The company has global Call Centers in three different continents. Since the IVR is callers' first point of contact, it is a mission-critical application to the organization. The BSA will provide the highest quality analysis to ensure the timely delivery of process automation and enhancements that meet the organization's evolving needs.

DUTIES & RESPONSIBILITIES

• Design, create and document effective, natural language callflows with a high degree of usability.
• Analyze and define system requirements for IVR applications to meet business requirements.
• Prepare and maintain complete business requirement specification and design documents.
• Facilitate the coordination of technical projects by acting as the liaison between the business users/stakeholders and various systems groups. 
• Work closely with business managers to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications; and work closely with the Project Management Office (PMO) in the implementation of solutions.
• Responsible for project deliverables while supporting day-to-day production activities.
• Interface between Business Units and Information Technology (IT).
• Conduct the documentation review meetings; obtain approval signatures to proceed.
• Participate in projects through all phases of the SDLC.
• Initiate architectural review.
• Attend meetings with external vendors.
• Attend QA bug meetings.
• Assess business risk, potential severity, probability and strategy.
• Coordinate user acceptance testing of system enhancements and projects.
• Provide stabilization confirmation.
• Provide post production support and assess system health.
• Create and maintain IT Business Requirement Document (BRD) or Software Requirements Document (SRD) or other equivalent written documentation.
• Create and maintain callflow documentation using Visio, MS Word, Excel, PDF, SharePoint, and other like tools.
• Create and maintain script documentation.
• Supervise script translations and recordings.
• Document process flows and system specifications.

• Review enhancements and projects after implementation to ensure compliance to specifications and objectives as well as backward compatibility with existing systems.
• Resolve reported issues, directing the necessary resources as each item warrants.
• Perform troubleshooting and analysis to assess root cause of application and data issues.
• Administer duties as defined by the performance review plan within the required deadlines.

QUALIFICATIONS:

• Facility with natural language, and English in particular.
• Minimum of 3 years professional experience in an IT environment.
• Minimum of 1 year professional experience in business systems analysis.
• Minimum of 1 year experience with IVR / callflows / scripts.
• Minimum of 1 year Microsoft Visio experience.
• Demonstrated knowledge and experience in requirements gathering.
• Proven expertise in systems analysis and functional design.
• Experience with specification documentation and problem resolution.
• Thorough understanding of the full software development life cycle.
• Ability to develop cohesive working relationships with internal and external clients.
• Pre/post-implementation support skills involving user functional support and high-level troubleshooting. Application and technical architecture disciplines.

PREFERRED EXPERIENCE (not is absolutely required):

• Experience with speech recognition systems.
• Bachelor's degree in a business, financial or technical field.
• Experience working in an IT development environment based on Microsoft .NET framework.
• Banking and/or credit card systems (stored value systems) experience.
• Experience using SharePoint.
• SQL Server Query Analyzer and SQL Server Enterprise Manager.
• Project management experience.
• Client-server application development experience and concepts familiarity.
• Web application development experience and concepts familiarity.
• RDBMS skills and SQL knowledge.
• Unified Modeling Language (UML) process experience.
• Knowledge of the Spanish language.
• Linguistics (grammars, syntax, semantics, phonology) background.

Competitive compensation and benefits package including Medical, (HMO & PPO), Dental, and Vision benefits, 401k Plan, Life Insurance, paid vacation, holidays and sick time.

Please refer to Position ID:  AXG-1274   

Contact:

Arnold Garlick

President, Pacific Search Consultants

arnold@...

office:  949. 366. 9000 extension 2#
www.SpeechTekJobs.com

Y! group: http://groups.yahoo.com/group/speechtechnologyjobs/

Voice User Interface Designer / IVR Developer

Location: Los Angeles area     Position ID:  AXG-1271   

Job Description:

Responsible for the detailed design, construction, implementation, and support of telephony Speech- and DTMF-based user interface systems that meet established specifications, design criteria, quality standards and business requirements. With global Call Centers in three continents, the IVR is the callers' first point of contact, and therefore, is a mission-critical application to the organization.

·         Design, create and implement effective, natural language call flows with a high degree of usability.

·         Analyze and define system requirements for IVR applications to meet business requirements.

·         Prepare and maintain complete programming specifications, functional design, and technical design documents.

·         Analyze, code, test, and debug IVR programs and applications.

·         Design and implement solutions using VoiceXML, XSLT, and C# that integrate the IVR with supporting service and database layers.

·         Support testing, debugging and resolution of issues.

·         Participate in and assist with user focus groups, tuning, usability testing, refactoring, optimizing call flows.

·         Perform troubleshooting and analysis to assess root cause of application issues.

·         Make recommendations to improve operating efficiency and functionality of voice user interface.

·         Provide regular status reports to Manager of IVR Development.

·         Maintain a high degree of business functional knowledge and stay current with automated technologies and tools.

·         Adheres to all policies and procedures concerning all confidential information including but not limited to internal use and restricted information, including Protected Consumer Information (PCI) and Protected Health Information (PHI).

·         Adheres to all Company Health and Safety policies and procedures.

·         Administer duties as defined by the performance review plan within the required deadlines.

Qualifications:

·         Facility with natural language, and English in particular.

·         Excellent communication skills.

·         Excellent problem-solving skills.

·         Excellent writing skills.

·         Excellent interpersonal skills with the ability to develop cohesive working relationships with internal and external clients.

·         Strong technical, logical, analytical, and problem solving skills.

·         Strong team player and cooperative skills.

·         Strong time management and organizational skills.

·         Ability both to work independently and to take direction from manager.

·         Ability to communicate effectively, verbally and in writing, with technical, business, and management staff.

·         Flexibility to adapt to change and willing to learn and develop new skill sets as applicable.

·         Minimum of 2 years general computer software programming experience.  VXML, service-oriented architecture, object-oriented design, .NET, XSLT, and C# experience are all a plus, but not absolutely required.

·         Ability to manage multiple deliverables in a highly energized and fast-paced environment within a framework of constantly shifting deadlines and deliverables.

·         Thorough understanding of the full software development life cycle.

Preferred Experience:

·         Experience in IVR application design and development of interactive telephony systems (IVR, call flows, prompts, DTMF, ASR, Human Factors) Experience designing and developing IVR applications using VoiceXML (VXML) a plus.

·         Experience designing & developing speech-enabled applications using automatic speech recognition (ASR) highly desirable.

·         Nuance/SpeechWorks OSDM experience is a plus.

·         Experience designing human interfaces a plus.

·         Experience working in an IT development environment based on Microsoft .NET framework a plus.

·         Experience working with Web Services a plus.

·         Familiarity with Agile development practices a plus.

·         Banking and/or credit card systems (stored value systems) experience is a plus.

·         Knowledge of the Spanish language is a plus.

·         Linguistics (grammars, syntax, semantics, phonology) background a plus.

Competitive compensation and benefits package including Medical, (HMO & PPO), Dental, and Vision benefits, 401k Plan, Life Insurance, paid vacation, holidays and sick time.

Please refer to Position ID:  AXG-1271   

Contact:

Arnold Garlick

President, Pacific Search Consultants

arnold@...

office:  949. 366. 9000 extension 2#
www.SpeechTekJobs.com

Y! group: http://groups.yahoo.com/group/speechtechnologyjobs/

Click here for more information

Senior Account Executive – Contact Center Solutions

Location:  Flexible. Will work from home office.

Position ID:  AXG-1269

A great career opportunity for a Senior Account Executive to join a fast growing system integrator that offers strategic Contact Center solutions to the enterprise and government markets.  We are looking for a dynamic team member to join the Contact Center Division as an Account Executive to lead a strategic effort to add value to the contact center market by selling feature-rich applications and complete system integration. 

Will contribute expertise in contact center technologies and their integration into mission critical applications.  The Contact Center Division provides expert services for the following solutions:

• Self Service
• Intelligent Call Routing
• Agent Desktop
• Outbound
• Virtual Hold
• Business Intelligence
• Infrastructure

Core Responsibilities

• Prepare and execute a well defined sales and partner strategy for selling PTP solutions in your defined territory.
• Manage and build your named customer base to ensure exceptional customer service and to drive new business.
• Manage and build your defined partner base by building strategic relationships and driving new business.
• Manage sales and partner pipelines to meet your bookings and revenue objectives.
• Communicate your sales activity, sales results, and forecast to your manager.
• Coordinate sales activities with resources as necessary with internal teams, such as, marketing, sales engineering, and professional services.
• Correspond with project teams for your accounts to ensure exceptional customer service and consistent communication.
• Provide feedback or input on potential opportunities for Company growth and strategy as a whole.

Qualifications

• A minimum of 5 years of sales experience in the Contact Center industry, preferably customer care environment, successfully positioning & selling strategic solutions to large customers directly or combined with partners.
• Proven success in managing your forecast and achieving or exceeding quota. 
• Proven success in business development; managing and building partner relationships.
• A team player with creativity who is willing to think "outside the box" for customer solutions.
• A self-starter that is well organized an able to work with minimal direct supervision
• Impeccable negotiation and closing skills.
• University degree.

Please refer to Position ID:  AXG-1269

Contact:
Ron Beyner
Pacific Search Consultants
ron@...
951.677.5515

Speech Recognition Development Analyst Contractor

LOCATION:  Miami area

Position ID#:  AXG-1259

OVERVIEW:

IT Development team is seeking a Speech Recognition Development Analyst to build and implement speech recognition-capable solutions and to ensure quality and consistency. 

RESPONSIBILITIES:

•        Develop and modify bilingual speech-enabled IVR applications (English and Spanish), including administering bilingual speech throughout the applications. 

•        Prepare and coordinate rollout documentation.

•        Handle unit test changes and coordinate integration testing.

•        Troubleshoot post-production issues; suggest and implement quick solutions in a fast-paced environment.

•        Provide help with speech recordings and work with voice talent in studio environment.

•        Manage local database changes, including writing SQL scripts.

•        Develop and implement suitable design in software programs for all Business Applications involving the Interactive Voice Response channel.

REQUIREMENTS:

•        Master's degree in Engineering, coupled with focused proven skills in the IVR & CTI technologies.

•        Five (5) years related experience.

•        Ability to analyze business requirements, provide technical specifications and offer solutions.

•        Experience in VXML and knowledge of speech recognition software applications using dynamic grammar, Nuance's Open Speech Dialog Modules (OSDM) and dynamic prompts.

•        Strong analytical skills with a determination to fully understand and solve complex problems.

•        Excellent spoken and written communication skills.

•        Fluency in English (Spanish a plus).

Please refer to Position ID:  AXG-1259

Contact:

Arnold Garlick

President, Pacific Search Consultants

arnold@...

office:  949. 366. 9000 extension 2#
www.SpeechTekJobs.com

Manager, Software Development - Speech/ IVR Applications 

LOCATION:  Dallas area (relocation assistance available)   

POSITION ID:  AXG-1260 
 
TRAVEL:  up to 20%
 
JOB DESCRIPTION:

Responsible for directing the activities of a team of software applications developers. Will oversee the analysis, design, programming, debugging, testing and modification of computer applications for commercial and end user inbound and outbound automated call processing functions, including interactive voice response (IVR), automated attendant, voice messaging, etc., utilizing VoiceXML, JAVA, and speech recognition.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

•   Analyzes and investigates applications engineering tasks and prepares design specifications, analysis and recommendations.
•   Work effectively with project managers, marketing, sales, and users to define application requirements and necessary modifications.
•   Will also assume responsibility for testing and documentation, as needed.
•   Supervisory responsibilities include performance and salary reviews, staffing for vacant positions, career development, etc.
•   Select, develop, and evaluate personnel to ensure efficient operation of each required function.
•   Receive assignments in the form of technical and business objectives and demonstrate independent initiative in determining use of resources to meet schedules and goals.
•   Provide guidance to subordinates within the latitude of established company policies.
•   Recommend changes to policies and establish procedures that effect immediate projects/processes.
•   Effectively manage a wide range of issues requiring evaluation of a variety of factors and current business trends.
•   Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
•   Acts as advisor to subordinate(s) to meet schedules and/or resolve technical problems.
•   Develops and administers schedules and performance requirements; may have budget responsibilities.
•   Frequently interact with subordinate supervisors, customers and group managers to handle internal matters and customer issues.
•   Lead cooperative efforts among members of ad-hoc project teams.
 
REQUIRED KNOWLEDGE, SKILLS & ABILITIES:

•   Requires a Bachelor's degree or equivalent experience in Computer Science, Management Information Systems, or a related field.
•   At least 8 years of related experience, with 3 years of management experience preferred.
•   Working knowledge of general management practices and procedures.
•   Strong technical knowledge and experience directing a team of technical professionals.
•   Thorough knowledge of standards-based programming and programming methodologies, planning capabilities and cost effective practices and procedures.
•   Working knowledge of software documentation, utilities, and Windows operating systems.
•   Working knowledge of VXML, Java, C#, C++ or 4th generation object-oriented programming language.
•   Experience with Eclipse and VXML certification a plus.
•   Speech recognition experience a plus.
•   Ability to understand and solve complex technical and management issues, using expertise of others as necessary.
•   Must be detail oriented with excellent communication, interpersonal and problem-solving skills.
•   Ability to interact effectively with all levels of an organization.
•   Ability to present oneself in a professional manner at all times.
 
WORKING CONDITIONS:

•   Fast-paced technical environment.
•   Travel up to 20%
•   Will manage a team of 8 - 10 Technical Staff in the Dallas area.
 
Please refer to Position ID:  AXG-1260       
 
Contact:

Arnold Garlick
President, Pacific Search Consultants
arnold@...
office:  949. 366. 9000 extension 2#
www.SpeechTekJobs.com

Click Here To Search All Openings

Software Engineer/ Architect – Biometric Systems
 
Location:  San Diego area 
 
Position ID:  AXG-1256
 
KEY SKILLS:  Web Services in the .NET environment  |  Biometric identification and verification systems 
 
JOB DESCRIPTION:
An exciting career opportunity for an experienced software engineer with architecture and design skill who enjoys creating solutions based on product and customer needs, selecting the appropriate tools, and enhancing the quality of the company's voice platform. The successful candidate will play a critical role in the group as a creative research and development engineer working at both project and individual initiative levels.
 
REQUIREMENTS:

·  Architect highly reliable, scalable and maintainable large-scale software systems
 
·  Design and implement production quality code
 
·  Assist in the supervision and mentoring of other engineers
 
·  See a project through from the design stage to the finished product
 
·  Work closely with product management, implementation engineers, and algorithm researchers across the company
 
MINIMUM QUALIFICATIONS: 

·  M.S. or B.S. in Computer Science or related field
 
·  5-7+ years experience designing and developing scalable and high availability services solutions following "best practices" within a large/complex C# .NET environment
 
·  5-7+ years in a technical leadership role with architectural responsibilities
 
·  5-7+ years working in a production software environment with strong documentation skills and a proven ability to drive solutions from beginning to end with minimal supervision
 
·  Excellent written and verbal communication skills
 
·  Experience using source code control and configuration control systems.
 
·  Strong algorithmic problem solving skills
 
DESIRABLE EXPERIENCE: 

·  Experience developing and deploying Web Services in the .NET environment
 
·  Advanced C/C++ programming experience and knowledge
 
·  Education and experience in one or many of the following scientific areas:

             o   Biometric identification and verification systems
             o   Security systems
             o   Statistics
 
·  Advanced Java programming experience and knowledge 
 

Please refer to Position ID:  AXG-1256 
 
Contact:
Ron Beyner
Pacific Search Consultants
ron@...
951.677.5515 

Click Here to Search All Open Positions 

Senior Sales/ Solutions Engineers - Western US (three open positions)

Locations:  Flexible throughout Western United States

Position ID:  AXG-1255

SUMMARY

Responsible for managing the sales of the company's products and services to the channel partner segment. Develop sales plans and report sales performance to executive management.

KEY SKILLS:

Sales Engineering

Technical Sales Support

Voice and Call Processing

IP Contact Center Architecture

Consulting Services Sales

Self-Service Applications

ACD / Automated Call Distribution

IVR / Interactive Voice Response Systems

CTI Architecture

Consultative Sales

ASR / Automatic Speech Recognition

TTS / Text-to-Speech

Customer Presentation Skills

PRINCIPLE DUTIES AND RESPONSIBILITIES

·         Responsible for selling the company's products and/or services through channel markets.

·         Develops new Channel partnerships and/or expands existing channel partnerships

·         Responds to customer inquiries and problems as necessary.

·         Identifies and properly handles complex issues requiring a high level of expertise in making decisions.

·         Works with executive management to develop and implement channel sales strategies and forecasts.

·         Makes client visits with Channel partners to assist in closing business; monitoring the Channel partner's

·         development and ensuring that customer satisfaction remains at the highest level.

·         Holds internal meetings at sufficient frequency to allow analysis of the sales activities and check the productivity and effectiveness of each Channel partner managed.

·         Strategically plans and manages the deployment of resources to maximize sales while being responsible for budgeting and expenses.

·         Ensures that all company forms and documents that are required for a sale are completed.

·         Assists in the collection of accounts payable on systems or services sold, including freight and tax.

·         Establishes and maintains relationships across all functional areas to encourage partnership and teamwork.

·         Maintains knowledge of all company products and services including product features, functionality, and product direction of emerging industry standards.

·         Maintains knowledge of competitive strengths and weaknesses.

·         Consistently attains assigned sales quotas.

KNOWLEDGE, SKILL AND ABILITY REQUIRED:

·         Bachelor's degree in related field or the equivalent experience and a minimum of fifteen years of sales experience, preferably in the data/telecommunications industry, specifically related to products such as voice messaging, voice mail, and email.

·         Previous experience successfully building and managing sales teams and channel partnerships.

·         Technical proficiency in computing, telephony, and systems integration disciplines.

·         Has established contacts within the telecommunications industry and good overall understanding of the telecommunications industry and products.

·         Demonstrates creativity and innovation in selling and presentation preparation.

·         Proven track record in consistently meeting/exceeding sales goals.

·         Can work with Microsoft Office and other desktop applications.

·         Excellent communication, organizational and negotiation skills required.

·         Ability to interact effectively with all levels of an organization, specifically the Sales, Engineering and Marketing departments.

·         Excellent interpersonal skills to create, maintain and continue profitable relationships with existing and potential partners.

·         Ability to present oneself in a professional manner at all times.

Familiarity with products from CosmoCom and Interactive Intelligence would be a big plus.

20%-50% travel is required

Work from home office in Western US sales territories

Please refer to Position ID:  AXG-1255

Contact:
Ron Beyner
Pacific Search Consultants
ron@...
951.677.5515

• Responsible for selling the company's products and/or services to the top two company clients.
• Sale of enterprise IVR, voice messaging, outsourcing, speech, wireless, and other call processing solutions and related consulting services
• Makes presentations, completes proposals and assists in RFP completion.
• Works closely and cooperatively with all managers and sales support staff of the company to provide necessary information to meet customer needs.
• Maintains knowledge of all company's products and services including product features, functionality of products, and product direction of emerging industry standards.
• Maintains knowledge of competitive strengths and weaknesses.
• Manage full life cycle of the sales process from prospecting to closure.

• Bachelor's degree in related field or the equivalent experience and a minimum of 10 years of sales experience covering strategic global accounts.
• Trained and experienced in targeted solutions selling.
• A successful track record of selling custom software solutions.
• A proven track record of solutions sales to C level executives and success selling from the top down. 
• Demonstrates creativity and innovation in selling and presentation preparation.  Has been trained on a selling methodology such as Solutions Selling, Target Account Selling or Sandler.   
• Proven track record in consistently meeting/exceeding sales goals in excess of $5M per year.
• Ability to interact effectively with all levels of an organization, especially C level executives, Customer Care, IT and Marketing.
• Ability to present oneself in a professional manner at all times.
• Proven ability to manage complex sales cycle, with a track record of successful revenue attainment.

Usability Engineer - Voice User Interface Design & Test
 
LOCATION:  Flexible / Work remotely (some travel)
 
JOB DESCRIPTION:
 
Will work closely with project teams on the design and deployment of voice user interfaces for state-of-the-art speech applications for enterprise IVR systems. Responsible for developing usability guidelines for IVR design and incorporating best practices for ease-of-use and human factors in the design of speech- and DTMF-based applications for large call center environments.
 
Requires proven expertise in developing data-driven methodologies that are grounded in the analysis of live, end-to-end calls for optimizing usability and effectiveness of automated telephony applications.
 
Experience capturing end-to-end call data from deployed systems and mining this data to measure usability and identify problems is highly desirable. Should also have expertise in leveraging call data to build solid business cases, optimize ROI, and justify the cost of IVR usability engineering.
 
Please refer to Position ID:  AXG-1248
 
Contact:
 
Arnold Garlick
Pacific Search Consultants
arnold@...
office:  949. 366. 9000 extension 2#
www.SpeechTekJobs.com

Click here to apply online

Director, Solutions Architecture - IVR's / Contact Centers

Location:  Dallas area      (Position ID:  AXG-1246)

JOB DESCRIPTION:

As a key senior level member of a Professional Services Organization, you will be fully accountable for the technical aspects of deployment projects for advanced speech applications in large-scale contact center environments.

Working with customers, project teams (Project Managers, VUI Designers, Software Applications Developers, Test & Performance Tuning Specialists, Speech Scientists, etc.), you will play a central role in all critical project steps, including requirements gathering/ documentation and developing system design review plans to deploy enterprise-level systems. These systems allow callers to utilize the many self-service features of state-of-the-art, speech-enabled Interactive Voice Response systems.

RESPONSIBILITIES:

•   Lead the overall system and software architecture of the company's speech solutions in a multi-project environment.

•   Assist the Project Manager with technical planning, scheduling and risk assessment/mitigation

•   Lead the definition and creation of the technical requirements specification for customer IVR/ Call Center projects.

•   Work closely with internal company experts in user interface design and speech recognition to ensure application requirements are correctly understood, implemented and performance is optimized.

•   Work closely with partners, vendors, and end customer technical organizations to understand requirements and limitations of platforms and communicate these to the Professional Services Organization (PSO).

•   Work closely with Product teams to understand technical requirements and limitations of new products and communicate this to the PSO.

•   Identify key tools and processes that are missing or need improvement to increase the quality and efficiency of the PSO.

•   Create and deliver training to both internal and external resources on software development tools, technologies, and processes.

•   Provide pre-sales support when and where appropriate regarding feasibility of technical approaches in  sales proposals.

•   Identify new technologies and tools that will assist developers in implementing solutions.

•   Provide in-depth technical assistance to project teams as needed.

•   Guide, support, and mentor developers implementing the application.

•   Review all major software deliverables to ensure architectural consistency across projects

QUALIFICATIONS:

•   6-10 years of software development experience with progressive growth into lead technical architecture roles, with 1-2 years in a lead role.

•   Strong Java/C/C++ fundamentals and large project experience with Java/C/C++ development
•   Experience with VXML, computer telephony, leading DBMS and middleware packages, and speech recognition applications

•   Deep understanding of architectural design patterns and principles

•   Excellent analysis and diagnostic skills.

•   Fluency in Windows and UNIX

•   Excellent oral and written communications skills

•   BSCS or equivalent experience

•   Be able to work with a minimum amount of direct supervision

Please refer to Position ID:  AXG-1246

Contact:
 
Arnold Garlick
Pacific Search Consultants
arnold@...
office:  949. 366. 9000 extension 2#
www.SpeechTekJobs.com 
Click here for more information

 Click Here to Search All Open Positions 

VUI Design Consultant  (contract position - initial 3 month project)

Location:  Flexible - Will work remotely

Travel:  20 - 30% as needed (domestic travel)

Position ID:  AXG-1238

Job Description:
Contract opportunity to design and consult on user interfaces for conversational speech applications. Candidate's educational background should include Cognitive Psychology, Human Factors, or Linguistics as well as:

• BS or equivalent experience in user interface and software design
• 5+ years industry experience in IVR Voice User Interface design
• Experience in writing VUI design specifications
• Experience in developing call flows
• Experience in designing both call steering and self serve applications
• Knowledge of natural language and directed dialogue design techniques for speech applications
• Knowledge of major vendor offerings, various speech engine capabilities,  and tuning concepts
• Experience in conducting WOZ tests and usability studies
• Experience in speech tuning, call analysis, review of speech tuning data
• Experience working closely with outside clients, partners, and developers
• Customer interaction and relationship building experience
• Excellent written and verbal communications skills.
• Native-level English fluency, Bilingual Spanish skills a plus
• Ability to travel within the U.S. and Canada up to 50%
• Be able to work with a minimum amount of direct supervision
• Strong Microsoft Windows skills, including MS Office and Visio

Speech Recognition Specialist - Automotive Telematics Systems / Wireless Technologies
 
Location: Midwestern United States

Position ID: AXG-1189

Job Description:

An exciting career opportunity for a Speech Recognition Specialist in an exciting industry.  Lead reconnaissance, evaluation, specification, and support supplier development of industry-leading voice recognition technologies for both embedded and server based applications.

Responsibilities include: 

• Act as subject matter expert for voice technologies within the organization, providing technical guidance and leadership to insure client continues to deploy the optimum speech technologies
• Manage Tier 1 supplier development activities and provide technical expertise to support timely and high quality launch of speech recognition technology within the client embedded platform
• Manage Tier 2 supplier relationships with leading voice technology providers
• Correlate customer level measures for satisfaction, usability, etc to objective performance measures
• Develop software and tools that provide for evaluation of new and current speech technologies and user interfaces.
• Work closely with HMI engineers to deliver a pleasing and easy to use user experience while maintaining a consistent look and feel.
• Manage speech corpus collection and validation of speech solutions using available tools
• Generates technical solutions for current, new and major programs
• Provides technical leadership for advanced technology development
• Performs complex design analysis
• Develops engineering designs (including subsystems)
• Implements engineering changes
• Specifies and balances system requirements
• Plans and implements test and/or development programs
• Releases parts and subsystems for production
• Communicates, coordinates, and consults with engineering departments and customers
• Stays abreast of new technology and competitive products
• Travels as required

• BS in Computer Science, Computer Engineering, Electrical Engineering, or equivalent technical experience in a related technical field
• 2-3 years in systems and software development
• 3-5 years in developing, applying, or evaluating speech recognition technologies and solutions
• Broad knowledge of related speech technologies including voice coders, DSR, VOIP, perceptive quality, noise suppression, acoustics, microphone arrays, etc
• Excellent Communication and Cross Functional Team Building Skills
• Strategic insight, thought process and mindset
• Competency in MS Office Tools (Excel, Word, PowerPoint, Outlook, etc)
• High level of oral and written communication skills
• Understanding of engineering theory and principles of operation of mechanical/electrical mechanisms
• Demonstrated technical and professional skills in job-related area required
• Exhibits appropriate interpersonal styles and communication methods to work effectively with business partners to meet mutual goals
• High level analytical ability where problems are unusual and complex
• High level of interpersonal skills to work independently and effectively with others
• Knowledge of engineering software and systems as it pertains to job-related area

• MS or Ph.D. in Computer Science, Computer Engineering, Electrical Engineering, or equivalent technical experience in a related technical field
• 1-2 years in automotive telematics systems or wireless technologies
• 5-10 years in embedded systems and software development
• Deep and broad knowledge of speech recognition and related technologies
• Knowledge of automotive systems, development processes, and acoustic environments
• Proven cross functional team leadership
• Demonstrated strategic insight and thought leadership

• Understand and apply industry standards in dialog, prompt and persona design
• Use analysis, tuning, and transcription tools
• Complex call flow logic with intricate decision trees, requiring thorough handling of edge cases
• Writing prompts and User Interface specification documents
• Develop vocabularies and grammars
• Coach voice talents
• Conduct both formal and informal usability tests and perform heuristic evaluations
• Wizard of Oz and customer acceptance testing
• Handling out-of-vocabulary utterances, etc.
• Creating multiple-step dialogs for flexible recognition self-service interactions

Software Applications & SDK Development Manager/ Team Leader
 
Location:  Boston area        Position ID: AXG-1234
 
In this role you will be a significant contributor in technical design and coding of products, as well as providing leadership to team members building applications software for mobile devices and voice-enabled SDK's. You will perform hands-on design and coding of mobile/ PC-based products, requiring proficiency with Java and C++ in a Windows and embedded systems environment.
 
Required Technical Background:

• Building user-facing products, including insights into behavior of mobile-phone users
• Designing and developing APIs and libraries 
• Familiar with developing on small-footprint (such as embedded) environments
• 5+ years of experience with Java and C++, with hands-on software design and development competency
• Java technologies, including J2ME, Blackberry
• Demonstrated experience building mobile or PC-based products
• C++ technologies, including BREW, Windows Mobile, Symbian
• Strong insights on product definition and user interface design

 
Required Leadership Background:

• Experience managing a team and managing large projects
• Effectively interact with corporate partners and customers
• Build mobile voice-enabled applications and SDKs. 

Please refer to Position ID: AXG-1234


Contact:
Arnold Garlick
Pacific Search Consultants
arnold@...
office:  949. 366. 9000 extension 2#
fax:  949. 366. 9200
on the web at www.SpeechTekJobs.com

• Understanding of business processes and systems within the call center technologies production support area:
  
  
  • Genesys call routing
  • Genesys Outbound Contact Solution
  • Genesys Voice Portal
  • Genesys CCPulse
  • Genesys Configuration Manager
  • Contact Center Reporting
  • CTI middleware integration with Business Applications, such as CRM, ERP (Enterprise Resource Planning), Workforce Management, Message Boards, Outbound Dialing and Voice/Data Monitoring and Recording apps
    
  • VoIP
  • Products that interface with the Genesys and ProCenter product suites
  • Knowledge of Siemens HiPath 4000
  • Witness
  • Blue Pumpkin

• Identifies, implements, and manages policies, procedures, and processes that contribute to the business objectives

• Works with business users to define business process design, business/system requirements, and translates those requirements into functional design and future state process documentation or RFI/RFP documents.

• Assists in business case development for new projects.

• Develops expertise in the relevant business area and ensures that the system applications support the current and planned future needs of the business

• Monitor help desk ticket flow and provide assistance to support vendor in resolving tickets. Coordinate end user testing for ticket resolution when required.

• Ensures IS project is executed with quality, efficiency, and maximum probability of success by adhering to Project Management Office (PMO) project governance procedures.

• Well rounded experience in multiple contact center technology domains including Call Routing, Self Service solutions, Work Force Management, Quality Monitoring, and Customer Management applications

• Direct application support experience is required in the areas of voice applications design, inbound call centers, outbound routing, reporting, IVR, CTI, ACD, Quality Monitoring, and call management systems

• Must have working knowledge and expertise with Genesys Outbound Contact Manager, CC Pulse & CC Analyzer.

• Previous experience with Genesys Voice Platform and working knowledge of IVR technology.
  
• Genesys Outbound Dialing Systems experience is required in creating new campaigns, configuring treatments, dialing filters and profiling agents.

• Knowledge of Siebel CRM.

• Minimum of 5 years previous call center support experience.

• Strong logic, analytical and organizational skills.

• Ability to work with minimal supervision.

• Ability to work with strict deadlines.

• Genesys, Siebel CRM, Witness, Blue Pumpkin, Siemens PBX

• Excellent oral and written communication skills

TECHNICAL SUPPORT LEAD / CUSTOMER SUPPORT MANAGER

Location:  Boston area        Position ID: AXG-1235
 
We are looking for someone to help us build a top-notch support organization. This is a hands-on person to establish this function and grow it as our business expands.
 
Prior technical support experience and data entry skills are necessary to land the job. You should have the know-how to provide phone-based support to consumers. Having done the work in a wireless or telecom company is a plus, but not a deal breaker. Strong knowledge of a CRM systems and/or Trouble Ticket systems will certainly bring your resume to the top. Be ready to demonstrate organized thinking and team player characteristics.
 
Responsibilities:

• Serve as single point of contact for escalated issues from outsourced Tier 1 vendors assign issues to developers, resolve and ensure timely response.
•  Monitor the stream of issues being escalated as Tier 2/3. Identify opportunities to script the issues and turn them into future Tier 1 solutions.
•  Monitor the performance of the Tier 1 organization- adherence to SLAs, quality of responses, timeliness of responses, etc.
•  Perform Tier 2/3 in-house support to offload developers, possibly build a team to support this.
• Seek opportunities to drive Tier 2 responses to an external organization, and implement.
•  Look for opportunities to provide solutions before they hit Tier 1 and implement – such as FAQs, knowledgebase, product improvements, etc.
• Own the overall support interface, identifying opportunities to improve; implement Chat, intelligent responses, etc.
• Longer term - determine opportunities to move Tier 1 to lower cost-per-issue resolution (eg, off-shoring)
• Identify tools needed to efficiently manage the process (improvements to / on Jira, reporting, FAQ / KB stuff, more)
• Manage and evolve the relationship with Tier 1 vendor day to day.
•  Plan and implement Tier 2 / Tier 3 support plans for non-retail customers.

• 7+ years customer support and escalation expertise – ideally with customer facing products
• Experienced managing Tier 1, 2 & 3 vendors
• Familiar with a variety of support tools and platforms
• Able to contribute at multiple levels- manage the work and do the work
• Development background a strong plus
•  High energy and achievement oriented
• Intellectually curious with innovative thinking
•  Initiative and self-motivation guides your performance
• BA/BS degree

• Creating test plans
• Developing test automation 
• Analyzing results, and debugging failures
• Strong design skills to design and implement tools
• Strong communication and cross-group collaboration skills
   

• At least one year of software quality assurance experience
• Minimum of one year of programming experience in C# and/or C or C++
• Strong software debugging skills
• Expertise developing software for speech recognition systems in Windows CE or Windows Mobile
• Familiarity with a minimum of two natural languages would be a plus
• BS or post-graduate degree in CS or related fields

Please refer to Position ID:  AXG-1233
 
Contact:
Arnold Garlick
Pacific Search Consultants
arnold@...
office:  949. 366. 9000 extension 2#
fax:  949. 366. 9200
on the web at www.SpeechTekJobs.com 
 

Click Here to Apply Online 

Click Here to Search All Open Positions 

Speech Recognition Scientists - Acoustic and Language Modeling
 
LOCATION:  Pacific Northwest    POSITION ID:  AXG-1232
 
Career opportunity to develop speech recognition products to be used in multiple languages for servers, mobile devices, and desktop computers. Applications include voice activated dialing, command and control, search and information retrieval, transcription, and document dictation.
 
The positions are for experienced Speech Scientists with software development expertise to apply your experience in acoustic and language modeling technologies develop truly innovative products that will be used by millions of people worldwide.
 
RESPONSIBILITIES:
 
·    Design and implement speech / language modeling and recognition algorithms to improve recognition accuracy.


·    Create and optimize quality speech recognition models and other components tailored to customers' needs.


·    Identify, investigate and solve challenging problems in the areas of recognition accuracy of speech recognition systems.
 
REQUIRED COMPETENCIES AND SKILLS:
 
·    Proven track record of designing & implementing speech recognition algorithms for ASR systems. 


·    Strong background in speech recognition technology, statistical modeling, or signal processing.


·    Experience in related linguistics / phonetics is highly desirable


·    Strong desire for achieving excellent results; strong problem solving skills; ability to multi-task, handle ambiguities, and identify issues in complex speech recognition systems.


·    Excellent software development skills, including strong aptitude for software design and coding.


·    3+ years of experience in C and C++, and programming with scripting languages


·    MS or PhD in Computer Science, Electrical Engineering, Mathematics, or related disciplines


Please refer to Position ID:  AXG-1232
 
Contact:
Arnold Garlick
Pacific Search Consultants
arnold@...
office:  949. 366. 9000 extension 2#
fax:  949. 366. 9200
on the web at www.SpeechTekJobs.com 

Click Here to Apply Online 

Click Here to Search All Open Positions 

• learn how core speech recognition engines work
• run experiments
• apply mathematics to the implementation of human speech as a ubiquitous interface

• A proven track record of independently designing and implementing features in a unified codebase environment across multiple scenarios and platforms  
• Strong design and programming skills, problem solving ability, and at least 4 years of software engineering experience
• Proficiency in hands-on C and C++ programming 
• Solid experience in performance, signal processing, pattern analysis or machine learning 
• A BS or MS in Computer Science, Mathematics, Engineering, or a related discipline  

Please refer to Position ID:  AXG-1231
 
Contact:
Arnold Garlick
Pacific Search Consultants
arnold@...
office:  949. 366. 9000 extension 2#
fax:  949. 366. 9200 
www.SpeechTekJobs.com

Click Here to Apply Online 

Click Here to Search All Open Positions 

Director of Pre-Sales, Enterprise Software Solutions, Consulting Services
 
Location: Dallas area preferred (relocation assistance available). 

Working remotely may be possible for a very strong candidate. 

Position ID:  AXG-1230

JOB DESCRIPTION:

Using a proven company selling process, will lead a team of senior level Business Development Managers responsible for coordinating all Consulting Services pre-sales activities in the Americas.
 
This is a group of 8 – 10 senior managers who are intrinsically motivated, well-focused, and largely independent. The Director must establish leadership of the group, bringing a proven background in managing people at this level.
 
Requires solid technical grounding in enterprise business software. Background in speech recognition technology is preferred, but not required. Other enterprise applications are also applicable (CRM, data base, telecommunications, networking, etc.).
 
Responsibilities include:

• Propose and direct pre-sales discovery activities to determine client requirements and potential solutions involving software and consulting solutions.

• Analyze proposed solutions in the context of business value and return on investment to the customer and present the value to existing and prospective customers

• Write and negotiate Statements of Work that clearly define the proposed solutions, pricing, deliverables and timelines for the proposed solution

• Drive negotiations and close transactions while building long-term relationships

• Work effectively with internal Consulting Services to ensure a smooth transition from Business Development to Project Delivery

• Meet regular status reporting requirements

• Responsible for all people Management Tasks for your team including, hiring, performance reviews and staffing decisions

• Work with the VP of Global Consulting Services and the management team to drive key Infrastructure Initiatives such as Project Management Standards and Processes, Knowledge Management Initiatives, Improvement of the Collaborative Solution Selling process, Product Development and Roll-out readiness, and Consulting Services Marketing programs and offerings

• Review proposals to ensure quality and understanding of the scope, quotation estimates, and different elements which may be prepared by a number of Client Services representatives.  

• Track, forecast, and report on booked revenue and quarterly forecast for Americas Consulting Services Group.

• Experience with and a proven track record in managing Sales and delivery of Consulting Services in excess of $1M.

• Comfort and demonstrated experience with working smoothly and successfully with management, staff and sales representatives, and with client representatives at all levels, including the C-level, in the sales and delivery process.

• Comfort and demonstrated experience with working smoothly and successfully with implementation and software product partners in the sales process

• A working knowledge of the key technologies and development methods involved in speech-recognition projects and the ability to communicate in depth the importance of the key aspects of successful projects in these areas:

• Speech recognition and Text-to-Speech technologies

• Human factors/usability testing for speech systems

• Speech project lifecycle

• Broad-based and extensive first-hand experience with speech recognition projects, and either direct experience (preferable) in or a deep understanding of:

• Project management

• Solution delivery

• Application development

• Solution mapping and architecture

• Account management

• SOW development

• Excellent client communication skills, both verbal and written.

• Ability to represent the company and its proposed solution confidently, credibly, and accurately to the client, so that trust and confidence are immediately and firmly built.

• Ability to accurately sets client expectations, influence prospects in regard to the best solutions for them and for deal and project success, and to convince prospects/clients that the company's Consulting Services are trusted experts who are offering the best solution and are fully capable of delivering that solution.

• Willingness to travel to client on-site meetings as required (up to 70% travel at times)

• At least 5 years of demonstrated experience in a very similar role

• A BA or BS from a 4 year college

Lead Reliability Engineer

Location: Western Pennsylvania      

Position ID:  AXG-1223
 
 
DESCRIPTION:

This position is tasked to establish and maintain the company's Reliability processes within the Corporate Quality function. These activities will include identifying and developing the necessary reliability processes to support new product development and on-going product reliability monitoring. This individual will drive to establish product reliability specifications for new products as well as verification methods to monitor current production.
 
POSITION RESPONSIBILITIES:

• Work with Engineering teams to define, support, and execute reliability test plans.
  
• Participate in product design reviews and assist with early identification and resolution of reliability problems.
  
• Work with Production teams to develop, document, and complete On-going Reliability (ORT) test plans.
  
• Monitor production, field failure, and customer complaint data to identify root causes of product reliability issues. 
   
• Develop reliability measurement system to monitor product field performance.
  
• Document reliability validation and verification processes within the Quality Management System.
  
• Identify and qualify appropriate accredited external reliability test labs to be used for production testing. 
   
• Provide training to other, as needed, on proper reliability testing techniques. 
   

EDUCATION

• Bachelor's Degree in Electrical or Mechanical Engineering or equivalent work experience required. Masters degree preferred.
  
• American Society of Quality Certified Reliability Engineer (CRE) preferred.
  
• Design for Six Sigma (DFSS) certification a plus. 
  

EXPERIENCE

• Minimum 8 years experience in a Reliability Engineering role in a company that designs and manufactures high technology product.
  
• Experience leading reliability testing efforts that resulted in successful release and monitoring of product.
  
• Experienced implementing and working with reliability prediction methodologies and computer based prediction software.
  
• Experience working with advanced reliability methods like Failure-Modes-and-Effects-Analysis (FMEA), Highly Accelerated Life Testing (HALT), and Highly Accelerated Stress Testing (HASS) to improve on-going product reliability.

SKILLS & COMPETENCIES

• Strong interpersonal and collaborative skills.
  
• Highly effective verbal and written communication skills.
  
• Working knowledge of quality tools and industrial statistics.
  
• Ability to communicate reliability requirements to technical and non-technical people.
  
• Ability to travel, as needed

Please refer to Position ID:  AXG-1223 

Click Here to Apply Online 
  
Contact: 

Ron Beyner

Pacific Search Consultants
ron@...

office:  951.677.5515

fax: 949.366.9200
www.SpeechTekJobs.com  

Click Here To Search All Openings

Principal Speech Scientist 
 
Location:  Flexible   

Position ID:  AXG-1225
 
SUMMARY
 
The candidate will be responsible for grammar tuning (from a grammar and VUI perspective) and problem analysis, including issue identification and report preparation. Will also be responsible for designing, developing and implementing several key speech recognition grammars.
 
PRINCIPAL DUTIES AND RESPONSIBILITIES  

• Design, develop, implement and tune Grammar XML (GRXML), JSP and Java grammars, including developing Statistical Language Module (SLM) grammars for major commercial speech recognition engines.
   
• Responsible for meeting customer and business goals as an individual contributor and a member of a cross-functional project team. Tasks require interaction with internal and customer staff.
   
• Development for sophisticated vertical, horizontal and custom application grammars.
   
• Application tuning and problem analysis duties such as coordinating transcription and data collection along with performing the tuning analysis and report preparation.
   
• Conduct studies of speech recognition applications, including confidence rejection threshold testing, alternate phonetic pronunciation, language model weighting variance testing, speech engine parameter setting, and speech grammar optimization.
   
• As a Subject Matter Expert in speech applications, the Principal Speech Scientist uses state-of-the-art approaches to address the most critical issues impacting the company's success in designing and selling future concepts, products, and technologies.
   
• Serve as consultant to management and external spokesperson for the organization.
   
• Exercise wide latitude in determining objectives and approaches to critical assignments.

• Requires a minimum of 15 years related experience and a Bachelor's degree in Cognitive Science, Human Factors, Industrial Psychology, Computer Science, Linguistics or a related field (or equivalent experience).
   
• Must have a strong customer focus, with excellent verbal and written communication skills.
   
• Knowledge of VoiceXML and Visio.
   
• Mastery of writing grammars in GRXML and ECMA script and the development and tuning of Statistical Language Module grammars.
   
• Knowledge of the latest developments (product successes and failures) in the IVR, call center automation, and speech technology markets.
   
• Skill sets should include:
  
  
  • XML data processing
  • Knowledge of XSLT and proficiency with Perl
  • Expertise developing web services in JSP and or ASP.NET
  • Knowledge of Java and/or C# and object oriented design concepts
  • Mastery of report writing
  • Proven ability to work effectively with programmers and quality assurance teams

·      Knowledge of the strengths/weaknesses and selling points of the major commercial speech recognition engines.

·      Experience with computational linguistics is a plus.

·      Present oneself in a professional manner at all times.

  
 
Please refer to Position ID:  AXG-1225     

Click Here to Apply Online 
 
Or Contact:
Arnold Garlick
Pacific Search Consultants
arnold@...
office:  949. 366. 9000 extension 2#
fax:  949. 366. 9200
www.SpeechTekJobs.com 
 

Click Here To Search All Openings