Re Focus LLC
Technical Voice Analyst / IVR Analyst
Re Focus LLC, Charlotte, North Carolina, United States, 28245
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 Energy's 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 .
You’ll serve as a liaison between Customer Operations, IT, and vendors to ensure seamless voice response performance and continuous system improvement.
Required Qualifications :
Bachelor's 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
#J-18808-Ljbffr
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 Energy's 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 .
You’ll serve as a liaison between Customer Operations, IT, and vendors to ensure seamless voice response performance and continuous system improvement.
Required Qualifications :
Bachelor's 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
#J-18808-Ljbffr