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Development Specialist - IVR SME

Smart IT Frame LLC
Louisville, KY Full Time
POSTED ON 1/22/2025
AVAILABLE BEFORE 4/20/2025

Note : 100% onsite (Louisville, KY / Boston, MA (3 Days / Week)

Experience Level : 10 years

Role Specification

  • 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.

Specification

  • 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

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