IVR SME

Position ;-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 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

Created: 2026-03-04