Genesys SME

We want to put a heavy focus on optimizing our IVR There are multiple areas here that we want to try and tackle.

• 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
  
• Optimization Create enhanced functionality to provide 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 so we can route callers to appropriate IVR enabled selfservice functions
  
• In addition we need to develop a longer term roadmap for our IVR as we are currently primarily on a technology that is end of life in 2 years and how can we leverage either Genesys IVR or Voicebots
  
• IVR SME
  

Requirements

Mandatory Skills :

• .Net Framework Angular AppDynamics AS/400 Asp.net AWS DevOps Services Azure Cosmos DB Azure DevOps Bash/Shell scripting BMC ControlM BMC Helix ITSM C C# C Cassandra Cognos Analytics DB2DB Administration Docker Dynatrace Elastic Search ERP (JDA/PoS/PLM/Infor LN/JDE/Peoplesoft) Testing Flexcube technical PL/SQL Grafana IBM Tivoli Workload Scheduler IIS Server Java JavaScript JBoss Jenkins Jira Service Desk Kafka Kibana Knowledge Management Kubernetes Mainframe Cobol/JCL Mainframe Autosys Major incident management Microservices MongoDB MS Excel MS SQL Server MSBISSRS MySQL Nginx Oracle DB Administration PostgreSQL PowerBI Problem Management Prometheus Python React ServiceNow ITSM ServiceNowEvent Management ServiceNow(ITOM ITSM and other) Functional Testing Shell Scripting Splunk SpringBoot TomcatApache VB.Net Websphere Windows Server.