| Salesforce - Genesys AI Lead at Remote, Remote, USA |
| Email: [email protected] |
| From: AJAy, KK Software Associates [email protected] Reply to: [email protected] Role name: Developer Role Description: Salesforce / Genesys AI Lead: 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. Competencies: Digital : Artificial Intelligence(AI), Product Owner, Avaya Aura, Digital : Salesforce Field Service Lightning, CTI Genesys Experience (Years): 8-10 Essential Skills: Salesforce / Genesys AI Lead: 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. Desirable Skills: Salesforce / Genesys AI Lead: 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. Country: United States Branch | City | Location: TCS - Raleigh, NC CAREY Cary, NC Keywords: artificial intelligence North Carolina Salesforce - Genesys AI Lead [email protected] |
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| Mon Dec 02 22:49:00 UTC 2024 |