IVR SME

Role: IVR SME

Location: Louisville KY/ Boston MA Hybrid (3 days WFO a week)

Type: Contract

Job description:

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 dont 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 selfservice functions
• Develop a longerterm roadmap for current IVR (end of life in 2 years) and strategy to leverage either Genesys IVR or Voice bots

Role Specification

• 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 selfservice options and automate routine tasks improving customer satisfaction and operational efficiency.

Profile Specification

• Strong understanding of IVR technologies: (e.g. voice recognition texttospeech 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 selfservice automation development design and finetuning legacy IVR migration strategy
• Excellent analytical and problemsolving skills using platform features reports data insights.
• Understanding of selfservice bots implementing NLP / AI based features
• Ability to work independently and as part of a team with customercentric approach and guide a development team to deliver the solution