Job Description

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. Maarut Inc

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