Voice Automation Specialist

Descripción de la oferta

ROLE SUMMARY
As a Voice Automation Specialist, you will manage Verizons interactive voice response (IVR) systems and voice-driven self-service solutions. Your key objective is to reduce manual call handling and enhance the customer experience through advanced AI-driven automation.
KEY RESPONSIBILITIES
1. Design & Implementation - Develop and configure IVR flows, speech recognition tools, and voice bots. - Collaborate with management to ensure consistency with Verizons brand standards and customer service objectives.
2. Systems Integration - Integrate voice automation with existing telephony platforms and CRM systems. - Ensure seamless data exchange and maintain high reliability of automated solutions.
3. Performance Monitoring - Track IVR metrics (e.g., containment rate, transfer rate) to identify inefficiencies. - Implement ongoing optimizations based on performance data and user feedback.
4. Troubleshooting & Maintenance - Diagnose and resolve issues in collaboration with Verizons IT and vendor teams. - Perform regular system audits and apply best practices to maintain stable automation.
5. Innovation & Improvement - Research emerging AI and Machine Learning trends to enhance voice-based interactions. - Recommend and implement enhancements that improve customer satisfaction and reduce operational costs.
QUALIFICATIONS & SKILLS
English b2+, C1
Bachelors degree in Computer Science, IT, or related field (or equivalent experience).
Hands-on experience with IVR platforms (e.g., Genesys, Cisco, Avaya) and voice automation tools.
Proficiency in scripting/programming (e.g., VXML, Java, Python).
Familiarity with cloud-based contact center solutions (e.g., Amazon Connect).
Strong analytical skills to drive data-based decisions and continuous improvements. - Excellent communication skills to collaborate with cross-functional teams and Verizon management.

Requerimientos

• Educación mínima: Universidad / Carrera Profesional

Palabras clave: especialista

Hace 7 días (actualizada)

Acerca de Allied Global

Compañía de servicios BPO, KPO, especializados en servicio al cliente bilingüe para clientes en el exterior. Tecnología y desarrollo de software. Soluciones empresariales a la medida de cada cliente.

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