NLU (Natural- Language Understanding) Analyst

at  Five9

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
Job Description Here
To accommodate our rapid growth, Five9 is seeking an NLU Analyst to work with a world class Intelligent Virtual Agent (IVA) application development team. The ideal candidate is a passionate, self-managed individual who delights customers with their consulting skills. This is a key position within our Professional Services organization and will be responsible for designing best-in-class voice, chatbots, and omnichannel conversational applications.

QUALIFICATIONS:

• Bachelor’s degree in Linguistics, or related field
• 2+ years of related experience
• High and demonstrated proficiency in English written and oral communication.
• Excellent written communication skills
• Strong attention to detail and the ability to work independently in a fast-paced environment.
• Experience with Microsoft Office, including Outlook, Word, and Excel
• Experience with annotation or transcription preferred

• Deliver high-quality labelled data, using guidelines provided to meet our KPIs, and using in-house tools and software.
• Provide consulting services on voice and text (chatbot) applications.
• Work with a range of text, speech and other types of data.
• Provide optimization and tuning services: analyze conversations to unearth patterns, implement learnings into the application, track efficacy and present business insights to customers.
• Show Ownership and initiative when providing feedback for improvements to processes that can increase the amount and quality of the data we process - we believe every ground-breaking change starts with a small idea!
• Work with vendors to manage the annotation lifecycle and ensure quality of labeling
• Work closely with Data Scientists and implementation Engineers