Platform Architect (Genesys Cloud)
Summary
| Title: | Platform Architect (Genesys Cloud) |
|---|---|
| ID: | 6008 |
| Job Type: | 6-Month Contract |
| Location: | Cary, NC |
Description
About:
• Location: Cary, NC
• Contract: 6 months
The Role:
• Leveraging technologies like NLU & STT over XBS USA & XBS Canada Voice channel via VCA (voiced VCA availability should be 24x7).
• Making sure it covers Supplies-related self-help content and Request for Service (TSR status) to voice channel.
• Insert Natural Language Understanding as the primary method of interacting with inbound voice (Voice Client Experience)
• Rebuild of XBS menus, and telephony rework, implementing a new corporate standard for voice. Build an XBS-USA & XBS-Canada relevant Directory of Services, built in a channel-agnostic wording.
• Reuse consumable-by-voice content from Genesys web messaging's Directory of Services to the client as voice (Text-to-Speech), except HW Problem diagnostic.
• If a Supplies ordering intent is identified, promote Supplies self-service resources for placing orders via Directory of Services.
• Also, deliver a personalized Supplies Order Status (Track & Trace API / RPA screen scrape).
• If a Request for Service intent (TSR status) is identified, promote self-service resources via Directory of Services & a personalized onsite status.
• Add the communication platform of Genesys to the source of data systems that feed into the C360 Source of Truth for client organization profile.
• Use any useful data from C360 to personalize the interaction where possible.
• Reorganize Agent queues, skills, routing, wrap codes (infer immediate transfer) etc to align to this NLU Voice.
• Escalate to Live agent for selected intents if Voiced VCA does not meet client need.
• Reporting - VCA Volume Tracking, Genesys VCA Reporting, Customer Satisfaction (CSAT) Survey Reporting, Reporting & Dashboard Features.
• Implement semantic analytics process for XBS to identify opportunities to optimize the Virtual assistant, topic recognition & responses.
• Ensure that this traffic is included in Workforce Management
• Implement in US English (en-US), Canadian French (fr-CA), but with a technology intendable to da-DK, nl-NL, en-AU, en-GB, fi-FI, fr-FR, de-DE, it-IT, nb-NO, pt-BR, pt-PT, es-ES, es-US, sv-SE
Qualifications:
• 10 years of experience is required
• Bachelor's Degree is required
• Leveraging technologies like NLU & STT over XBS USA & XBS Canada Voice channel via VCA (voiced VCA availability should be 24x7).
• Genesys Cloud
• CTI Genesys
• Location: Cary, NC
• Contract: 6 months
The Role:
• Leveraging technologies like NLU & STT over XBS USA & XBS Canada Voice channel via VCA (voiced VCA availability should be 24x7).
• Making sure it covers Supplies-related self-help content and Request for Service (TSR status) to voice channel.
• Insert Natural Language Understanding as the primary method of interacting with inbound voice (Voice Client Experience)
• Rebuild of XBS menus, and telephony rework, implementing a new corporate standard for voice. Build an XBS-USA & XBS-Canada relevant Directory of Services, built in a channel-agnostic wording.
• Reuse consumable-by-voice content from Genesys web messaging's Directory of Services to the client as voice (Text-to-Speech), except HW Problem diagnostic.
• If a Supplies ordering intent is identified, promote Supplies self-service resources for placing orders via Directory of Services.
• Also, deliver a personalized Supplies Order Status (Track & Trace API / RPA screen scrape).
• If a Request for Service intent (TSR status) is identified, promote self-service resources via Directory of Services & a personalized onsite status.
• Add the communication platform of Genesys to the source of data systems that feed into the C360 Source of Truth for client organization profile.
• Use any useful data from C360 to personalize the interaction where possible.
• Reorganize Agent queues, skills, routing, wrap codes (infer immediate transfer) etc to align to this NLU Voice.
• Escalate to Live agent for selected intents if Voiced VCA does not meet client need.
• Reporting - VCA Volume Tracking, Genesys VCA Reporting, Customer Satisfaction (CSAT) Survey Reporting, Reporting & Dashboard Features.
• Implement semantic analytics process for XBS to identify opportunities to optimize the Virtual assistant, topic recognition & responses.
• Ensure that this traffic is included in Workforce Management
• Implement in US English (en-US), Canadian French (fr-CA), but with a technology intendable to da-DK, nl-NL, en-AU, en-GB, fi-FI, fr-FR, de-DE, it-IT, nb-NO, pt-BR, pt-PT, es-ES, es-US, sv-SE
Qualifications:
• 10 years of experience is required
• Bachelor's Degree is required
• Leveraging technologies like NLU & STT over XBS USA & XBS Canada Voice channel via VCA (voiced VCA availability should be 24x7).
• Genesys Cloud
• CTI Genesys
