The AES Corporation
Customer Experience & IVR Optimization Analyst-1
The AES Corporation, Indianapolis, Indiana, us, 46262
Overview
Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation (NYSE: AES), a
Fortune 500 company
leading the global energy revolution with operations spanning
14 countries . AES is recognized as one of the
Top Ten Best Workplaces for Innovators
by Fast Company (2022) and is
Great Place to Work -certified, emphasizing a culture that values people and ideas. AES is proudly
ranked #1 globally
in renewable energy sales to corporations, with
$12.7B in revenues in 2023
and serving
25 million customers worldwide . As the world moves toward a net-zero future, AES supports the Paris Agreement goals for 2050. Our innovative solutions include
24/7 carbon-free energy
for data centers and accelerated decarbonization globally. If you’re ready to drive change, AES is the place for you. We’re building a cleaner, more sustainable future—and powering it. Apply now to energize your career with a true leader in the global energy transformation.
Role
IVR Strategy & Optimization Specialist is responsible for designing and enhancing our Interactive Voice Response (IVR) systems. You will leverage AI-driven tools and advanced analytics to optimize customer journeys, improve self-service capabilities, and deliver measurable results in customer satisfaction and operational efficiency.
If you thrive in a fast-paced environment, enjoy cross-team collaboration, and have a strong background in IVR design and customer experience, this is an exciting opportunity to make a real impact.
Responsibilities
IVR Strategy & Optimization: Design, implement, and refine IVR call flows using Genesys Cloud Architect and Dialog Engine.
Leverage AI-driven technologies (e.g., Google CCAI, Amazon Lex) to create conversational IVR experiences.
Integrate IVR with backend systems and CRM platforms to enable personalized and efficient customer interactions.
Customer Journey Design: Map and analyze customer journeys across IVR and digital channels to identify pain points and opportunities.
Utilize Genesys Predictive Engagement and journey analytics to optimize routing and self-service paths.
Collaborate with cross-functional teams to ensure alignment with business goals and customer needs.
Performance Monitoring & Reporting: Develop dashboards and reports to track IVR performance metrics including containment rate, call abandonment, and handle time.
Conduct regular usability testing and voice-of-customer analysis to inform improvements.
Present insights and recommendations to leadership and stakeholders.
Collaboration & Governance: Partner with IT, Customer Operations, and Training teams to implement and support IVR enhancements.
Ensure compliance with regulatory standards (e.g., PCI, HIPAA) and accessibility guidelines.
Maintain documentation of IVR configurations, change logs, and customer journey maps.
Education / Experience (Required)
Bachelor’s degree in Computer Science, Business, CX Design, or a related field – or equivalent relevant experience in IVR design, customer experience, or contact center operations.
Experience in IVR optimization, customer journey design, or contact center technology.
Hands-on experience with Genesys Cloud CX, including Architect, Dialog Engine, and reporting tools.
Strong understanding of telephony systems, call routing, and self-service technologies.
Proficiency in data analysis tools (e.g., Power BI, Tableau) and SQL.
Experience with customer journey mapping and CX design frameworks.
Excellent communication, stakeholder engagement, and project management skills.
Preferred Skills and Experience
Genesys Cloud CX Certification.
Experience with AI voice bots and speech analytics.
Familiarity with CRM platforms such as Salesforce or SAP ISU.
Knowledge of IVR usability testing and accessibility standards.
Background in utility customer service or high-volume contact centers.
Success Metrics
Increased IVR containment rate.
Reduced average handle time and call transfers.
Improved customer satisfaction (CSAT) and Net Promoter Score (NPS).
Enhanced first-contact resolution through optimized routing and self-service.
AES is an Equal Opportunity Employer committed to building strength and delivering long-term sustainability through diversity and inclusion. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.
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Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation (NYSE: AES), a
Fortune 500 company
leading the global energy revolution with operations spanning
14 countries . AES is recognized as one of the
Top Ten Best Workplaces for Innovators
by Fast Company (2022) and is
Great Place to Work -certified, emphasizing a culture that values people and ideas. AES is proudly
ranked #1 globally
in renewable energy sales to corporations, with
$12.7B in revenues in 2023
and serving
25 million customers worldwide . As the world moves toward a net-zero future, AES supports the Paris Agreement goals for 2050. Our innovative solutions include
24/7 carbon-free energy
for data centers and accelerated decarbonization globally. If you’re ready to drive change, AES is the place for you. We’re building a cleaner, more sustainable future—and powering it. Apply now to energize your career with a true leader in the global energy transformation.
Role
IVR Strategy & Optimization Specialist is responsible for designing and enhancing our Interactive Voice Response (IVR) systems. You will leverage AI-driven tools and advanced analytics to optimize customer journeys, improve self-service capabilities, and deliver measurable results in customer satisfaction and operational efficiency.
If you thrive in a fast-paced environment, enjoy cross-team collaboration, and have a strong background in IVR design and customer experience, this is an exciting opportunity to make a real impact.
Responsibilities
IVR Strategy & Optimization: Design, implement, and refine IVR call flows using Genesys Cloud Architect and Dialog Engine.
Leverage AI-driven technologies (e.g., Google CCAI, Amazon Lex) to create conversational IVR experiences.
Integrate IVR with backend systems and CRM platforms to enable personalized and efficient customer interactions.
Customer Journey Design: Map and analyze customer journeys across IVR and digital channels to identify pain points and opportunities.
Utilize Genesys Predictive Engagement and journey analytics to optimize routing and self-service paths.
Collaborate with cross-functional teams to ensure alignment with business goals and customer needs.
Performance Monitoring & Reporting: Develop dashboards and reports to track IVR performance metrics including containment rate, call abandonment, and handle time.
Conduct regular usability testing and voice-of-customer analysis to inform improvements.
Present insights and recommendations to leadership and stakeholders.
Collaboration & Governance: Partner with IT, Customer Operations, and Training teams to implement and support IVR enhancements.
Ensure compliance with regulatory standards (e.g., PCI, HIPAA) and accessibility guidelines.
Maintain documentation of IVR configurations, change logs, and customer journey maps.
Education / Experience (Required)
Bachelor’s degree in Computer Science, Business, CX Design, or a related field – or equivalent relevant experience in IVR design, customer experience, or contact center operations.
Experience in IVR optimization, customer journey design, or contact center technology.
Hands-on experience with Genesys Cloud CX, including Architect, Dialog Engine, and reporting tools.
Strong understanding of telephony systems, call routing, and self-service technologies.
Proficiency in data analysis tools (e.g., Power BI, Tableau) and SQL.
Experience with customer journey mapping and CX design frameworks.
Excellent communication, stakeholder engagement, and project management skills.
Preferred Skills and Experience
Genesys Cloud CX Certification.
Experience with AI voice bots and speech analytics.
Familiarity with CRM platforms such as Salesforce or SAP ISU.
Knowledge of IVR usability testing and accessibility standards.
Background in utility customer service or high-volume contact centers.
Success Metrics
Increased IVR containment rate.
Reduced average handle time and call transfers.
Improved customer satisfaction (CSAT) and Net Promoter Score (NPS).
Enhanced first-contact resolution through optimized routing and self-service.
AES is an Equal Opportunity Employer committed to building strength and delivering long-term sustainability through diversity and inclusion. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.
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