Customer Experience Architect
1 month ago
About the Role:
At Genesys Cloud Services, Inc., we're looking for a skilled Customer Experience Architect to join our team. As a key member of our organization, you'll be responsible for designing and developing highly customized Self-service IVR and AI-driven Bot applications across all Genesys platforms.
Key Responsibilities:
- Project Management: Manage project initiatives of strategic importance to the organization, ensuring timely completion and exceeding customer expectations.
- Customer Workshops: Participate in customer workshops and design call flows using our products, incorporating best practices and product nuances.
- IVR Development: Collaborate with Genesys technical teams and business partners to design, develop, and maintain IVRs, NLU Intent-based Bots, and routing applications for DTMF and speech interactions.
- ASR Grammars: Define and tune ASR grammars, ensuring optimal performance.
- Development Effort Estimation: Create accurate development effort estimates in collaboration with the team manager, Professional Services project managers, or regional managers.
- Solution Presentation: Present proposed IVR solutions to customers and stakeholders, highlighting benefits and features.
- Knowledge Transfer: Perform knowledge transfer of delivered solutions to customers, ensuring seamless adoption.
- Test Script Creation: Develop test scripts for call flow and other logic, leveraging existing Genesys tools (logs, reporting) for UAT and QA support.
Requirements:
- Technical Expertise: 12+ years of experience leading software development/Professional services projects in a technical capacity; 10+ years of experience with commercial IVR applications, Routing, Bots, and development experience in appropriate development tools, Advanced Speech Recognition engines.
- AI & IVR Experience: 5+ years of experience working with bots on platforms like Google Dialogflow and Amazon Lex, including webhook/fulfillment experience and development skills.
- Agile Environment: 5+ years of experience working in an Agile environment.
- Customer-Facing Role: Demonstrated experience in a customer-facing role, handling difficult customer situations.
- IVR Application Architecture: Understanding of IVR application architecture, including web components, telephony, caching, prompt servers, ASR, and operational diagnostics.
- Generative AI Tools: Familiarity with effective use of generative AI tools.
Compensation:
The estimated annual salary for this position is $171,500-$231,000, depending on location and experience. This figure is based on national averages and may vary based on specific circumstances.
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