We are currently working with a client who is seeking an experienced Voice Speech Tuning Audio Specialist/Engineer to join their team. The successful candidate will be instrumental in enhancing and optimizing the client's IVR (Interactive Voice Response) system. The role will focus on transitioning from a directed dialogue system to a more advanced system capable of handling natural language conversations. This individual will analyze speech-to-text translations, identify areas for improvement, and work with cross-functional teams to fine-tune the system and improve recognition accuracy.

Key Responsibilities:

• Analyze reports on failed speech-to-text interactions, identifying discrepancies between audio recordings and transcriptions.
• Listen to call recordings to investigate why certain phrases aren’t being transcribed accurately or understood correctly by the system.
• Tune the natural language processing (NLP) system by identifying gaps in recognition accuracy, particularly for industry-specific terms used in banking or credit unions.
• Collaborate with the Azure Bot Team, Development Team, and Audio Codes Vendor to fine-tune the system and implement necessary changes.
• Work on custom speech processes for specific branded products or unique terms not recognized by the NLP engine (e.g., phrases like “in rewards” or other industry-specific terms).
• Improve speech-to-text engines by analyzing data and identifying areas for retraining the NLP system.
• Use Microsoft tools such as Microsoft Azure Speech Services and Custom Speech to address unique challenges in voice-to-text interactions.
• Test system updates for accuracy and ensure a seamless user experience by optimizing voice interaction flows.

Required Skills and Experience:

• 5+ years of experience working with speech tuning and natural language processing (NLP) engines.
• Expertise with speech-to-text systems, particularly Microsoft Speech Services or similar platforms.
• Experience with Audio Codes systems is a significant plus.
• Solid understanding of IVR systems and voice recognition technologies.
• Proven ability to analyze data reports, identify failed speech-to-text interactions, and troubleshoot inefficiencies.
• Strong listening skills for reviewing call recordings, evaluating voice quality and transcriptions, and making necessary improvements.
• Hands-on experience with custom speech or tuning specific terminology for branded or domain-specific use cases.
• Ability to work independently and manage complex tasks with minimal supervision.

Preferred Skills:

• Background in Linguistics or Speech Science is a plus.
• Experience in banking, finance, or healthcare industries, particularly in customer support or telecommunication systems.
• Familiarity with Microsoft Azure Bot Services and speech-to-text technologies.

Work Environment:

• Hybrid work environment with flexibility for remote work.
• Occasional in-office presence is preferred but not mandatory.

Additional Information:

• The selected candidate will work closely with teams such as development, business operations, and IT services.
• The candidate should have a deep understanding of IVR systems and the ability to interpret and optimize voice interaction systems to enhance the customer experience.

If you’re passionate about speech technology and natural language processing, this is an exciting opportunity to make a tangible impact in improving customer experiences through cutting-edge voice-driven solutions.

The target hiring compensation range for this role is $87 to $96 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits! 

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.