• 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 :- 4th Dec 2024

Salesforce / Genesys AI Lead:

Analyze AI performance in IVA.

Analyze and maintain Caller utterances to Call Reason/Intents Guide.

• Make recommendations on IVR tuning.

• Recommend new self-service options to IVA Product Owners.

• Analyze ability to enhance/add digital capabilities.

• Analyze call volume aligned w/ digital self service capabilities (forms/payments).

• Analyze IVA delivery of forms or texting digital links.

• Analyze accuracy of AI performance in SFDC Lightening.

• Ensure AI recommended Knowledge Articles are working as expected and kept current.

• Ensure AI recommended Next Best Actions are working as expected and kept current.

• Lead agent feedback loop sessions using AI performance data (Thumbs Up/ Thumbs down).

• Analyze Tool Usage & Efficiency by Call Center Agents.

• Analyze agent behavior as they interact with the tool.

• Assess ability to reduce clicks, rearrange windows, identify missing information to reduce swivel, etc.).

• Make recommendations on Intelligent screen pop, referrals and other features to enhance agent efficiency.