Job Description

We want to put a heavy focus on optimizing our IVR There are multiple areas here that we want to try and tackle.

• 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
  
• Optimization Create enhanced functionality to provide messaging and actions to callers so they dont 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 so we can route callers to appropriate IVR enabled selfservice functions
  
• In addition, we need to develop a longer term roadmap for our IVR as we are currently primarily on a technology that is end of life in 2 years and how can we leverage either Genesys IVR or Voicebots
  
• IVR SME
  

Requirements

Mandatory Skills : 

• .Net Framework, Angular, AppDynamics, AS/400, Asp.net, AWS DevOps Services, Azure Cosmos DB, Azure DevOps, Bash/Shell scripting, BMC Control-M, BMC Helix ITSM, C, C#, C++, Cassandra, Cognos Analytics, DB2-DB Administration, Docker, Dynatrace, Elastic Search, ERP (JDA/PoS/PLM/Infor LN/JDE/Peoplesoft) Testing, Flexcube technical PL/SQL, Grafana, IBM Tivoli Workload Scheduler, IIS Server, Java, JavaScript, JBoss, Jenkins, Jira Service Desk, Kafka, Kibana, Knowledge Management, Kubernetes, Mainframe - Cobol/JCL, Mainframe Autosys, Major incident management, Microservices, MongoDB, MS Excel, MS SQL Server, MSBI-SSRS, MySQL, Nginx, Oracle DB Administration, PostgreSQL, PowerBI, Problem Management, Prometheus, Python, React, ServiceNow ITSM, ServiceNow-Event Management, ServiceNow(ITOM ITSM and other) Functional Testing, Shell Scripting, Splunk, SpringBoot, Tomcat-Apache, VB.Net, Websphere, Windows Server.
  

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