Genesys IVR SME - United States - Procyon TS

    Procyon TS
    Procyon TS United States

    1 week ago

    Description
    Work Location Options: (3 day/week onsite)
    • HYBRID - Louisville, KY
    • HYBRID - Boston, MA
    Project Background: The client is looking for optimizing IVR system with the focus on following:
    • Authentication Rates: Drive up the authentication rate within the IVR so that it reduces the need for Agents to have to authenticate the user after they reach an agent
    • Alerts Optimization: Create enhanced functionality to provide alert messaging and actions to callers so they don't have to speak to an agent. For example, if a caller has submitted a Transfer package to us, create the ability to identify that the caller has submitted the transfer package and provide an update on it through the IVR or link them to a digital solution to find the status
    • Drive up intent capture and route callers to appropriate IVR enabled self-service functions
    • Develop a longer-term roadmap for current IVR (end of life in 2 years) and strategy to leverage either Genesys IVR or Voice bots
    Responsibilities:
    • Expertise across the contact center value chain with deep understanding in operations, user experience, process, technology and KPIs to drive transformations initiatives to optimize contact center operations.
    • Collaborate with CPU stake holders to define solution approach along with architecture & enterprise integration
    • Collaborate with Experience design and Genesys SMEs to design contact center solutions, POCs and roadmap as per the engagement objectives.
    • Work with SMEs to Develop solution approach to enhance self-service options and automate routine tasks, improving customer satisfaction and operational efficiency.
    TOP REQUIREMENTS:
    • Genesys migration
    • Coding and Designing exp
    Required:
    • Strong understanding of IVR technologies: (e.g., voice recognition, text-to-speech, call routing, speech analytics)
    • Experience with IVR development tools and platforms: (e.g., Genesys, Avaya) with proficiency in scripting languages: (e.g., VXML)
    • Understanding of enterprise integration with IVR system, IVR based self-service, automation development, design and finetuning, legacy IVR migration strategy
    • Excellent analytical and problem-solving skills using platform features, reports, data insights.
    • Understanding of self-service bots, implementing NLP / AI based features
    • Ability to work independently and as part of a team with customer-centric approach and guide a development team to deliver the solution
    Required Skills : Voice User Interface
    Basic Qualification :
    Additional Skills : Applications Architect
    Background Check : No
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