| Salesforce OR Genesys AI Lead at Cary, North Carolina, USA |
| Email: pradeep.sharma@scalable-systems.com |
|
From: Pradeep, Scalable Systems pradeep.sharma@scalable-systems.com Reply to: pradeep.sharma@scalable-systems.com Hi, Greetings of the day! I have an urgent requirement below, please go through JD and let me know if you are comfortable or have any profile. Kindly revert me back with your updated resume as well. Job Title: Salesforce / Genesys AI Lead Location: Cary, NC (Work from Office) Duration: Long Term Contract Key Responsibilities: Analyze AI performance in IVA. Analyze and maintain Caller utterances to Call Reason/Intents Guide. Make recommendations on IVR tuning. Recommend new self-service options to IVA Product Owners. Analyze ability to enhance/add digital capabilities. Analyze call volume aligned w/ digital self service capabilities (forms/payments). Analyze IVA delivery of forms or texting digital links. Analyze accuracy of AI performance in SFDC Lightening. Ensure AI recommended Knowledge Articles are working as expected and kept current. Ensure AI recommended Next Best Actions are working as expected and kept current. Lead agent feedback loop sessions using AI performance data (Thumbs Up/ Thumbs down). Analyze Tool Usage & Efficiency by Call Center Agents. Analyze agent behavior as they interact with the tool. Assess ability to reduce clicks, rearrange windows, identify missing information to reduce swivel, etc.). Make recommendations on Intelligent screen pop, referrals and other features to enhance agent efficiency. Thanks & Regards, Pradeep Sharma Email: pradeep.sharma@scalable-systems.com "Scalable Systems is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other legally protected status." Keywords: artificial intelligence golang North Carolina Salesforce OR Genesys AI Lead pradeep.sharma@scalable-systems.com https://jobs.nvoids.com/job_details.jsp?id=1945585 |
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| 08:50 PM 19-Nov-24 |