Demo

Genesys IVR SME Consultant

JobRialto
Boston, MA Full Time
POSTED ON 1/25/2025
AVAILABLE BEFORE 4/22/2025

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

  • Expertise in IVR technologies, including voice recognition, text-to-speech, call routing, and speech analytics.
  • Proficiency with IVR development tools and platforms such as Genesys and Avaya.
  • Strong knowledge of scripting languages such as VXML.
  • Experience with enterprise integration of IVR systems, self-service automation, and legacy IVR migration strategies.
  • Analytical and problem-solving skills using platform features, reports, and data insights.
  • Preferred Qualifications

  • Experience implementing NLP and AI-based features in IVR systems.
  • Strong understanding of contact center operations, user experience, processes, technology, and KPIs.
  • Ability to work both independently and collaboratively with a customer-centric approach.
  • Proven ability to guide development teams in delivering optimized solutions.
  • Education : Bachelors Degree

    If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution. Compensation Planning
    Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right. Surveys & Data Sets

    What is the career path for a Genesys IVR SME Consultant?

    Sign up to receive alerts about other jobs on the Genesys IVR SME Consultant career path by checking the boxes next to the positions that interest you.
    Income Estimation: 
    $70,239 - $89,209
    Income Estimation: 
    $88,984 - $115,784
    Income Estimation: 
    $92,017 - $124,111
    Income Estimation: 
    $90,707 - $120,959
    Income Estimation: 
    $91,486 - $118,193
    Income Estimation: 
    $96,123 - $134,937
    Income Estimation: 
    $74,073 - $107,266
    Income Estimation: 
    $64,451 - $83,138
    Income Estimation: 
    $74,029 - $94,382
    Income Estimation: 
    $74,029 - $94,382
    Income Estimation: 
    $91,459 - $117,736
    Income Estimation: 
    $91,459 - $117,736
    Income Estimation: 
    $96,123 - $134,937
    View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles Skills Library

    Job openings at JobRialto

    JobRialto
    Hired Organization Address Taylor, TX Full Time
    Job Title: Employee Training Role Job Summary: The Employee Training role at JobRialto supports the Organizational Devel...
    JobRialto
    Hired Organization Address Sterling, MI Full Time
    Job Summary : The Senior Technical Writer is responsible for creating and revising complex technical documentation to su...
    JobRialto
    Hired Organization Address Marlborough, MA Full Time
    Job Summary : The role involves working as a member of an integrated project team, taking direction from the project lea...
    JobRialto
    Hired Organization Address York, PA Full Time
    Job Summary : The Logistics Analyst I will be responsible for developing operator and maintenance procedures using a var...

    Not the job you're looking for? Here are some other Genesys IVR SME Consultant jobs in the Boston, MA area that may be a better fit.

    Genesys IVR SME

    Cedent Consulting Inc., Boston, MA

    Genesys SME

    Tanisha Systems, Inc, Boston, MA

    AI Assistant is available now!

    Feel free to start your new journey!