What are the responsibilities and job description for the Genesys IVR SME Consultant position at JobRialto?
Job Summary
The Genesys IVR SME Consultant will play a critical role in optimizing the client's IVR system to enhance customer experience and operational efficiency.
This includes driving authentication rates, optimizing alert functionalities, and designing self-service options within the IVR system.
The role requires expertise in IVR technologies, Genesys platform development, and integration with enterprise systems.
The consultant will collaborate with stakeholders to define and implement solutions aligned with the client's objectives.
Key Responsibilities
- Lead the optimization of the IVR system to improve authentication rates and reduce agent intervention.
- Develop enhanced alert functionalities to provide actionable messaging to callers.
- Create solutions to drive intent capture and enable self-service routing within the IVR.
- Collaborate with stakeholders to define solution approaches, architecture, and enterprise integration strategies.
- Work with Experience Design and Genesys SMEs to create IVR roadmaps and prototypes.
- Develop solutions to automate routine tasks and improve operational efficiency using self-service bots and AI / NLP features.
- Provide guidance to development teams for implementing and fine-tuning IVR solutions.
- Formulate strategies for legacy IVR migration and long-term platform optimization.
Required Qualifications
Preferred Qualifications
Education : Bachelors Degree