IVR SME

Location: Louisville, KY/ Boston, MA (Hybrid role 3 Days/Week)

Project Background

The client is looking for optimizing IVR system with the focus on following:

• 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 dont 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

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.

Profile 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.