Hello Partners, Genesys IVR Analyst
Roseland, NJ 6-12 Months Contract Seeking a Contact Center Systems Analyst with the focus on IVR applications, Call Routing, Chat, and other related technologies. Knowledge of Contact Center Technologies, such as GVP, Speech Recognition, Voice Biometrics and *Genesys* Applications is required. This position is responsible for: • Working closely with business units to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications; and work closely with Project Management and Development teams in the implementation of solutions • Analyzing requirements, developing detailed designs for implementation of technical work, defining implementation and testing procedures. • Designing the IVR caller experience for DTMF and speech-enabled applications. • Creating and design effective speech user interface designs including call flow, dialogues, functional logic, prompts, and define grammars to match the established requirements. • Partnering with the Development team to drive successful implementation of IVR design specifications. Resolving any implementation issues that affect the design and overall IVR experience. • Designing post IVR call routing flows. • Analyzing the performance of the user interface with regards to metrics and caller experience, and recommend specific changes to improve Client satisfaction and transaction completion. • Acting as a subject-matter expert in the Contact Center Domain for IVR and Call Routing. • Providing in-depth technical knowledge and troubleshooting skills for IVR applications and Contact Center Routing. • Educating Business Units on best practices around speech applications, Call Routing and gain consensus on the design, prompting and overall call flow. • Delivering IVR user interface design documentation aligning backend interfaces to support business functionality and application development • Providing Voice application integration, engineering and support of technology related to ADP's Client Services Platform from both a voice and data perspective. • Facilitating the coordination of Contact Center projects by acting as the liaison between the business users/stakeholders and various systems groups • 8+ years industry experience in IVR Voice User Interface design of conversational speech recognition applications and Self Service solutions • Must be well rounded with experience in multiple Contact Center Technology domains including expertise in current IVR and speech recognition standards, CTI, Call Routing, VHT, Workforce Management, Call Recording, and VoIP Technologies • Experience in writing Voice User Interface design specifications following standard practices for error recovery and universal help • Experience working on full lifecycle new development projects (products that are being developed from scratch) to demonstrate an understanding of business and technical needs, and roles Regards: Sam Williams - Recruiting Manager ITBrainiac Inc. Direct : 646-499-5264|| Fax : Fax 312.582.2699 116 Village Blvd, Suite 200 - Princeton, NJ 08540 swilli...@itbtalent.com || swilli...@itbrainiac.com www.itbrainiac.com -- You received this message because you are subscribed to the Google Groups "SAP BASIS" group. To unsubscribe from this group and stop receiving emails from it, send an email to sap-basis+unsubscr...@googlegroups.com. To post to this group, send email to sap-basis@googlegroups.com. Visit this group at https://groups.google.com/group/sap-basis. For more options, visit https://groups.google.com/d/optout.
