The AES Corporation
Customer Experience & IVR Optimization Analyst-1 in US, Indianapolis, IN
The AES Corporation, Indianapolis, Indiana, us, 46262
IVR Strategy & Optimization Specialist
We are looking for an IVR Strategy & Optimization Specialist to lead the design and enhancement of our Interactive Voice Response (IVR) systems. In this role, 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.
Responsibilities
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.
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.
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.
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.
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 inclusive principles. All qualified applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, ancestry, age, disability, or any other characteristic protected under applicable law. E‑Verify Notice: AES will provide the SSA with information from each new employee’s I‑9 to confirm work authorization.
If you are interested in applying for this job, please press the Apply Button and follow the application process.
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Responsibilities
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.
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.
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.
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.
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 inclusive principles. All qualified applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, ancestry, age, disability, or any other characteristic protected under applicable law. E‑Verify Notice: AES will provide the SSA with information from each new employee’s I‑9 to confirm work authorization.
If you are interested in applying for this job, please press the Apply Button and follow the application process.
#J-18808-Ljbffr