Technical Voice Analyst IVR Analyst

Charlotte, VT - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Top 3 Must-Haves:

5 years Genesys Cloud Architect experience (including BOT and IVR call flow design)

Local to Charlotte hybrid onsite presence required

Bilingual (English & Spanish)

Summary:
This position supports and enhances Duke Energys customer-facing Genesys Cloud IVR system which manages over 15 million annual customer calls. The analyst will design and test IVR call flows optimize BOT automation and improve containment authentication and payment performance.
Youll serve as a liaison between Customer Operations IT and vendors to ensure seamless voice response performance and continuous system improvement.

Required Qualifications:

Bachelors in Marketing MIS Accounting or Computer Science (or 5 years related experience in lieu of degree)

5 years Genesys Cloud Architect experience

Proven experience building and managing IVR/BOT call flows

Bilingual in English & Spanish

Preferred:

Genesys Cloud Architect Certification

IVR/CRM Integration experience

Knowledge of SDLC QA and call flow testing tools

Top 3 Must-Haves: 5 years Genesys Cloud Architect experience (including BOT and IVR call flow design) Local to Charlotte hybrid onsite presence required Bilingual (English & Spanish) Summary: This position supports and enhances Duke Energys customer-facing Genesys Cloud IVR s...