Genesys Cloud Architect

Insert Natural Language Understanding as the primary method of interacting with inbound voice (Voice Client Experience becomes ?How can I help you today .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

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.