at Walgreens in DEERFIELD, Illinois, United States
Job Description
Job Description:
Job Summary:
Provides oversight and leadership for creating, configuring and optimizing speech technologies for Walgreens voice user experiences, including speech recognition, voice biometrics, chatbot and speech synthesis engines. Brings thought leadership and expert knowledge of Natural Language Processing (NLP), develops the strategy to evolve our experiences to best in class. Directs and mentors team to focus on how to create grammars, dictionaries, acoustic models, and language models. Assesses proposed user experiences for feasibility and presents holistic strategy and roadmap to executive leadership. Develops best practices, procedures, and reusable tools for maintaining the highest level of application performance possible.
Job Responsibilities:
+ Leads team that designs, develops, and tests static grammars, dynamic grammars, Statistical Language Models.
+ Provides oversight into the configuration , tuning, and optimization of speech synthesis engine for clarity, naturalness
+ Develops and executes strategy for how to configure, tune, and optimize voice biometrics engine for appropriate balance between security and usability.
+ Leads the strategy for how NLP engine is built and optimized through research, analysis, and execution with cross functional stakeholders.
+ Creates reporting center of excellence that establishes a data focused structure for making decisions to enhance the customer experience.
+ Develops a strategy to utilize machine learning (ML) to enable sentiment analysis across all engagement channels.
+ Serve as the internal Subject Manner Expert (SME)
+ Utilizes data to conduct experiments with available tools and generate new content, parameters, and settings for continued optimization of voice user experiences.
+ Develops methodologies and procedures to facilitate more efficient deployment and tuning.
+ Contributes to the overall strategy for the voice channel and helps drive delivery of the best possible experience for customers.
+ Responsible for developing and operating our chat and chatbot strategy, which includes using data models to drive contextual conversations across voice and chat channels.
+ Provides input to application design and assesses design documentation for feasibility.
About Walgreens and WBA
Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170-year heritage of caring for communities. WBA’s purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation’s medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high-quality products and services in communities nationwide.
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits.
“An Equal Opportunity Employer, including disability/veterans”.
Job ID: 1375376BR
Title: Manager, Speech Science
Company Indicator: Walgreens
Employment Type:
Job Function: Customer Contact Center
Full Store Address: 108 WILMOT ROAD,DEERFIELD,IL 60015
Full District Office Address: 108 WILMOT ROAD,DEERFIELD,IL,60015-05108-00001-Y
External Basic Qualifications:
+ Bachelor’s Degree and at least two years of experience with speech recognition, or High School diploma/GED and at least five years of experience with speech recognition.
+ At least two years of experience designing, developing, testing, and tuning grammars for speech recognition applications.
+ At least two years of experience designing, configuring, and implementing voice biometric solutions.
+ Experience of cloud platforms (Azure or GCP)
+ Experience coding re useable tools using Perl, Python, or any other scripting language to manage and analyze application performance data.
+ At least 1 year of direct leadership, indirect leadership and/or cross functional team leadership.
+ Willing to travel up to or at least 10% of the time for business purposes (within state and out of state).
Preferred Qualifications:
+ Bachelor’s Degree, Master’s Degree or Ph.D. in Computer Science, Linguistics or Cognitive Science
+ Fluent or near fluent in Spanish
+ Experience with Genesys voice platform
+ Experience with Nuance speech recognition software, speech synthesis software, and voice biometrics software
+ Experience to integrate APIs using NodeJS and Python
+ Experience with retail and or the healthcare industry
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