Hi,
Hope you are doing well.
I have urgent role with immediate interviews.
Please share candidate resume along with Visa status
Role: IIS Admin
Location: San Diego, CA (Day 1 onsite)
Duration: Long term contract
Role: IAM Architect (Saviynt and OIM)
Location: San Diego, CA (Day 1 onsite)
Duration: Long term contract
Role: Genesys IVR SME
Locations; Louisville, KY/Boston, MA (3 Days/Week)
For both the role:
- Genesys migration
- Coding and Designing exp
- Louisville, KY/Boston, MA (3 Days/Week)
Role 1: IVR SME:
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 don’t 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.
- 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
Genesys SME:
Please look for candidates with skills related to Genesys features for user journey analysis, voice bots, omni channel, intelligent routing and some coding experience.
Project Background
- Need a Genesys Functional SME to help guide our implementation of Genesys Features and Functions having real world experience within a call center. Example – IVR, Skill Based Routing, Call Back Queuing, Agent Desktop, etc.
Profile Specification
- Experience in Genesys CX functionality and features with real world experience optimizing IVR, skill-based routing, Queue management and agent desktop integration
- Strong Analytical skills with ability to analyze data, identify trends, and develop effective solutions using intent analyzer and other tools and techniques
- Knowledge of latest Genesys features to create future ready solutions with a practical value driven approach
- Ability to create omni-channel experience in integration with multiple digital channels
- Good understanding of telephony, enterprise, and data integration, IVR flow design, optimization and implementation of effective knowledge management and self-service features
- Collaborate with cross functional team for creating optimal solution and development