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
- Genesys migration
- Coding and Designing exp
- 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
location: Boston, Massachusetts
job type: Contract
salary: $60.00 - 70.25 per hour
work hours: 8am to 4pm
education: No Degree Required
responsibilities:
- 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.
qualifications:
- Experience level: Experienced
- Minimum 5 years of experience
- Education: No Degree Required
skills:
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
