Genesys Developer

Description

Working closely with business units to gain indepth understanding of business issues; identify, analyze, and translate business needs into functional specifications; and work closely with Project Management and Development teams in the implementation of solutionsAnalyzing requirements, developing detailed designs for implementation of technical work, defining implementation and testing procedures.Designing the IVR caller experience for DTMF and speechenabled applications.Creating and design effective speech user interface designs including call flow, dialogues, functional logic, prompts, and define grammars to match the established requirements.Partnering with the Development team to drive successful implementation of IVR design specifications. Resolving any implementation issues that affect the design and overall IVR experience.Analyzing the performance of the user interface with regards to metrics and caller experience, and recommend specific changes to improve Client satisfaction and transaction completion.Acting as a subjectmatter expert in the IVR Contact Center Domain.Providing indepth technical knowledge and troubleshooting skills for all IVR applications.Educating Business Units on best practices around speech applications and gain consensus on the design, prompting and overall call flow.Delivering IVR user interface design documentation aligning backend interfaces to support business functionality and application developmentProviding Voice application integration, engineering and support of technology related to Client Services Platform from both a voice and data perspective.Facilitating the coordination of IVR related projects by acting as the liaison between the business users/stakeholders and various systems groups5+ years industry experience in IVR Voice User Interface design of conversational speech recognition applications and Self Service solutionsMust be well rounded with experience in multiple Contact Center Technology domains including expertise in current IVR and speech recognition standards, CTI, Call Routing, VHT, Workforce Management, Call Recording, and VoIP TechnologiesExperience in writing Voice User Interface design specifications following standard practices for error recovery and universal helpExperience working on full lifecycle new development projects (products that are being developed from scratch) to demonstrate an understanding of business and technical needs, and rolesExperience in developing call flows for complex applications including data driven interactions and Contact Center routing of calls, email and web chat interactionsExperience in designing both call steering and selfserve applicationsAct as a subjectmatter expert in the GVP Contact Center Domain.Must have prior experience reviewing and analyzing Contact Center solutions, while making suggestion for design improvements and strategy roadmaps.Selfmotivated with the ability to prioritize, meet deadlines, and manage changing prioritiesExcellent written and verbal communications skills.Ability to work in a fastpaced environmentFlexible and ProfessionalSolid Organization SkillsExcellent interpersonal skills; team player