What are the responsibilities and job description for the Genesys IVR SME position at Cedent Consulting Inc.?
Work Location Options: (3 day/week onsite)
- HYBRID - Louisville, KY
- HYBRID - Boston, MA
- 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
- 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.
- Genesys migration
- Coding and Designing exp
- 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
