Genesys SME With Genesys Migration, Coding and Designing - Smart IT Frame LLC : Job Details

Hello Professionals,

We are looking for a Genesys SME for a contract opportunity at Louisville, KY/Boston, MA . Please find the below job description and apply for the job if you are interested.

Role: Genesys SME

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

Mode: Contract

Mandatory: Genesys migration, Coding and Designing

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