Senior AI/ML Voice Natural Language Processing Analyst

Wells Fargo Bank•Charlotte, NC

17h•$139,000 - $239,000•Hybrid

About The Position

Wells Fargo is seeking a Senior Artificial Intelligence Solutions Consultant to support the implementation and optimization of AI-driven customer experience solutions as part of our migration to a new Contact Center as a Service (CCaaS) platform. This consultant will drive and deliver on business to deliver AI-enabled solutions which solve business challenges. This role will ensure the training, performance, and successful deployment of Natural Language Processing (NLP) models. In this role, you will: Analyze conversational data to identify gaps, improve NLP accuracy, and enhance customer experience. Monitor and report on AI model performance, including precision, recall, and customer satisfaction metrics. Support the design and testing of scalable machine learning solutions aligned with business goals. Provide feedback and insights to improve AI training programs and user adoption. Lead cross functional teams to identify, strategize, and execute Artificial Intelligence initiatives within a line of business Understand the strategy to recommend solutions on solving business challenges Analyze and review cases obtaining the required resources to ensure the solution delivers the intended benefits Leverage knowledge to evaluate technological readiness, data availability, and resources to execute the proposed solutions Influence without authority to drive the implementation of Artificial Intelligence initiatives and programs while serving multiple stakeholders Decision key issues which may arise during development or implementation Collaborate and consult with peers, colleagues and managers to resolve and achieve goals

Requirements

4+ years of Artificial Intelligence experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

Ability to apply linguistic theory to computational models, including syntax, semantics, and pragmatics.
Experience working with language corpora, tokenization, part-of-speech tagging, and parsing techniques.
Strong understanding of intent classification, entity recognition, and call flow design.
Experience with data visualization and reporting tools (e.g., Tableau, Looker).
Familiarity with conversational AI platforms (e.g., Google Dialogflow CX, Amazon Lex).
Experience with HumanFirst

Responsibilities

Analyze conversational data to identify gaps, improve NLP accuracy, and enhance customer experience.
Monitor and report on AI model performance, including precision, recall, and customer satisfaction metrics.
Support the design and testing of scalable machine learning solutions aligned with business goals.
Provide feedback and insights to improve AI training programs and user adoption.
Lead cross functional teams to identify, strategize, and execute Artificial Intelligence initiatives within a line of business
Understand the strategy to recommend solutions on solving business challenges
Analyze and review cases obtaining the required resources to ensure the solution delivers the intended benefits
Leverage knowledge to evaluate technological readiness, data availability, and resources to execute the proposed solutions
Influence without authority to drive the implementation of Artificial Intelligence initiatives and programs while serving multiple stakeholders
Decision key issues which may arise during development or implementation
Collaborate and consult with peers, colleagues and managers to resolve and achieve goals