US Citizen
Green Card
EAD (OPT/CPT/GC/H4)
H1B Work Permit
Corp-Corp
W2-Permanent
W2-Contract
Contract to Hire
Consulting/Contract
UG :- - Not Required
PG :- - Not Required
No of position :- ( 1 )
Post :- 13th Feb 2024
• Serve as Product Owner for IVR Applications
• Partner and collaborate with the businesses to gain a thorough understanding of the contact center business and their vision to ensure IVR strategy aligns with overall service vision and strategies
• Own the creative process of generating, developing, and curating new ideas, determining which ideas should be promoted into features to push the strategy forward
• Responsible for documenting, reviewing and approval of the requirements for each feature. Help drive the desired user experience, contained within the IVR
• Leverage metric and data analysis derived from application performance/availability, call center, user satisfaction surveys, user feedback and technical incidents to identify opportunities, recommend and ensure the delivery of solutions and enhancements Support UAT Testing by helping define UAT test scenarios, review UAT test cases and support UAT testing team
• Prioritize and resolve issues and defects through collaboration within the delivery team and across the organization
• Expert understanding of Collaboration Tools such as Miro, Azure DevOps, SharePoint, Microsoft Teams, Microsoft Powerpoint, Microsoft visio
• Have a Design Thinking Mindset: Personas, Journey Maps, Story Maps, User story writing and Acceptance Criteria
• Expert Understanding of technologies used in the IVR and telephony: Dialogue Design tools, Chat bot, Text to Speech, Speech Recognition, Toll Free Number Engineering, Automatic Call Distribution, Natural Language Processing
• Expert Understanding of benefits of IVR: Call Containment, Call Misdirects, User experience, Cost Savings, Average Handle/Call Time
• Expert understanding of Genesys IVR, IVA, Voice Bot, Chat bot