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Telephony Engineer - Genesys

Company: Automobile Club of Southern California
Location: Costa Mesa
Posted on: January 4, 2022

Job Description:

The Telephony Engineer - Genesys is responsible for the design and implementation of sophisticated natural language voice applications, chatbots and various call center technology tools that are integrated with our backend systems throughout the enterprise. Our Call Center Technology team leverages the Genesys, Verint and IPSoft suite of applications to design and deliver enterprise conversational AI solutions. We are looking for an additional IVR Developer to help implement of our next generation of chatbots and Natural Language IVR solutions. Candidate must have strong, hands-on, experience with the Genesys Framework (configuration, routing strategies, infomart---), outbound dialer, WFM, CTI, experience in IVR development in .Net.
Responsibilities

  • Enhancement our existing Genesys IVR's (Interactive Voice Response) and call routing to increase contact center efficiency, reduce member handle time and increase customer satisfaction.
  • Provide consultation (architecting) with our next generation IVR by recommending changes necessary to migrate from our legacy touch-tone IVR to a Natural Language IVR.
  • Responsible for Voice Recording and Speech Analytics to ensure voice recordings are transcribed on a daily basis so the business can react to changes in member trends efficiently.
  • Research security vulnerabilities and apply the necessary fixes to the systems to ensure we are PCI compliant by protecting AAA members data with industry standards.
  • Recommend appropriate modifications to such systems to positively impact the Club's competitive position.
  • Develop custom and ad hoc reports in tableau for tracking call center performance and trending analysis.
    Qualifications
    • 4-year college degree in Computer Science Information Systems, Business Administration or other related field or equivalent work experience.
    • 2-5 years call center experience preferred.
    • 2 years of IT experience in Contact Center development.
    • 4 years of experience in Genesys Computer Telephony Integration development.
    • At least one-year experience in machine learning and AI technologies
    • 2 years of experience working on a development team that is making use of an iterative framework and writing User Stories.
    • Additional desirable skills (but not required) IWD, Hammer Testing, Genesys Universal Routing Server (URS)
      Benefits:
      • Medical, dental & vision.
      • Educational Reimbursement
      • Pension Plan (which is hard to find these days).
      • 401K Plan with a 4% match currently.
      • Most importantly we promise our new hires a growth opportunity.

Keywords: Automobile Club of Southern California, Costa Mesa , Telephony Engineer - Genesys, IT / Software / Systems , Costa Mesa, California

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