What are the responsibilities and job description for the Genesys AI Lead position at Horizon Corp?
Job Title: Genesys AI Lead
Location: Cary, NC
Duration: Contract
Job Description:
- Analyze AI performance in IVA.
- Analyze and maintain Caller utterances to Call Reason/Intents Guide.
- Make recommendations on IVR tuning.
- Recommend new self-service options to IVA Product Owners.
- Analyze ability to enhance/add digital capabilities.
- Analyze call volume aligned w/ digital self service capabilities (forms/payments).
- Analyze IVA delivery of forms or texting digital links.
- Analyze accuracy of AI performance in SFDC Lightening.
- Ensure AI recommended Knowledge Articles are working as expected and kept current.
- Ensure AI recommended Next Best Actions are working as expected and kept current.
- Lead agent feedback loop sessions using AI performance data (Thumbs Up/ Thumbs down).
- Analyze Tool Usage & Efficiency by Call Center Agents.
- Analyze agent behavior as they interact with the tool.
- Assess ability to reduce clicks, rearrange windows, identify missing information to reduce swivel, etc.).
- Make recommendations on Intelligent screen pop, referrals and other features to enhance agent efficiency.
Job Type: Contract
Work Location: In person
