| Need Salesforce Genesys AI Lead Developer at Cary, North Carolina, USA |
| Email: [email protected] |
| From: Sanjay, K&K Global Talent Solutions Inc [email protected] Reply to: [email protected] Title: Salesforce / Genesys AI Lead Developer Location: Cary, NC/Onsite Experience:9 +Years Role Description: Salesforce, Genesys, IVA, Product Owner, Artificial Intelligence, Lead 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 Keywords: artificial intelligence North Carolina Need Salesforce Genesys AI Lead Developer [email protected] |
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| Tue Dec 03 04:44:00 UTC 2024 |