| C2C Requirements -Salesforce Developer at Raleigh, North Carolina, USA |
| Email: [email protected] |
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http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=1976614&uid= Requirement ID:9763048 Posted On:Nov-18-2024 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 BA Recruiter Name:Balaji B Start Date:Dec-23-2024 Duration (Months):2 Status:Open Keywords:Salesforce, Genesys, IVA, Product Owner, Artificial Intelligence, Lead -- Thanks & Regards Niranjana Manojj | Talent Acquisition Recruiter (U S Division) Teamware Solutions Inc |8951 Cypress Waters Blvd, Suite #1092, Dallas Texas 75019 D : 4692186483 |Office: 469-218-6483 Ext: 201 : niranjana.m @twsol.com Disclaimer This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Keywords: business analyst artificial intelligence information technology Idaho North Carolina C2C Requirements -Salesforce Developer [email protected] http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=1976614&uid= |
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| 02:35 AM 03-Dec-24 |