Capgemini is seeking a highly skilled **Senior Conversational AI Engineer** to design, build, and optimize next\-generation **speech recognition, natural language understanding (NLU), and conversational AI systems**. The role focuses on transforming traditional DTMF\-based IVR systems into an **intelligent, multilingual conversational platform** handling over **10 million annual interactions** across multiple languages with high accuracy and natural user experience.
- *Key Responsibilities**
- *1\. Speech Recognition \& Grammar Engineering**
Design and develop speech grammars (GRXML, ABNF) for **80\+ customer intents** across 5 languages
- Optimize speech recognition for **telephony environments (8kHz audio, noisy conditions)**
- Achieve and maintain **95%\+ transcription accuracy**
- Handle **dialects, code\-switching, and informal speech** (e.g., Singlish, Arabic variants)
- Implement **language detection and intelligent routing**
- Develop **DTMF fallback mechanisms** for failure scenarios
- Tune **acoustic models** for enhanced performance
- *2\. Natural Language Understanding (NLU) Development**
- Build and train **intent classification models (50\+ intents)** across multiple languages
- Develop **entity extraction models** (accounts, amounts, dates, names, transactions)
- Optimize models for **regional and dialect\-specific language nuances**
- Design **disambiguation logic** for unclear user inputs
- Implement **context handling for multi\-turn conversations**
- Achieve **90%\+ intent classification accuracy**
- Build **continuous learning pipelines** from production data
- *3\. Conversational Design \& Dialogue Optimization**
Design **natural and intuitive conversational flows**
- Collaborate with VUI designers for enhanced user experience
- Implement **real\-time sentiment and urgency detection**
- Enable **emotion\-aware adaptive responses**
- Design **intelligent escalation and IVR\-to\-agent handoff flows**
- Continuously optimize journeys using analytics and feedback
- *4\. Performance Monitoring \& Analytics*** Monitor **call quality, latency, and failure scenarios**
- Conduct **QA reviews for complex interactions**
- Identify and fix **misrouting and recognition errors**
- Generate **training datasets from failed interactions**
- Execute **A/B testing for flow and model improvements**
- Analyze **call data, recognition accuracy, and NLU performance metrics**
- *5\. Documentation \& Collaboration**
- Collaborate with **AI engineers, contact center teams, backend developers, and product stakeholders**
- Evaluate and recommend **speech AI platforms and tools**
- Maintain comprehensive **documentation for grammars, models, and flows**
5\+ years in **speech recognition, conversational AI, or NLU**
- 3\+ years working with **IVR / voice assistant platforms**
- 2\+ years experience with **LLMs / Generative AI**
- Exposure to **contact center platforms (Genesys, Avaya, Dialogflow)**
- Domain experience in **financial services (preferred)**
Competitive compensation and benefits package
- Competitive salary and performance\-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office\-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training \& Development
Note: Benefits differ based on employee level.
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55\-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22\.5 billion in revenues in 2023\.
https://www.capgemini.com/us\-en/about\-us/who\-we\-are/