Lead IVR Consultant

Published date Posted on Indeed on Jan 05, 2022 (132 d ago)
Infosys is seeking an Lead IVR Consultant. In this role, you will anchor the engagement effort for assignments, all the way from business process consulting and problem definition to solution design, development and deployment. You will be pivotal to problem definition and discovery of the overall solution and guide teams on project processes, deliverables. As a thought leader in your domain, you will be the key advisor to architecture and design reviews. You will anchor business pursuit initiatives, client training, in-house capability building. You will have the opportunity to shape value-adding consulting solutions that enable our clients to meet the changing needs of the global landscape.

Required Qualifications:
  • Candidate must be located within The United States. This position may require travel in the US.
  • Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
  • At least 7 years of Information Technology experience
  • Experience with IVR
  • U.S. citizens and those authorized to work in the U.S. are encouraged to apply, we are unable to sponsor at this time.

Preferred Qualifications:
  • At least 7 years of Strong knowledge and experience with Quality Assurance and End-to-End contact center testing - Inbound IVR, Outbound dialing, CTI integration, CRM, WFM, Call recording, Email and Chat of the following
  • Ability to develop value-creating strategies and models that enable clients to innovate, drive growth and increase their business profitability
  • Hands on with IVR-CTI integration - Softphone and Genesys WWE, and CTI applications including Genesys & Verint WFM, Verint & NICE Call Recording
  • Good knowledge on software configuration management systems
  • Awareness of latest technologies and Industry trends
  • Logical thinking and problem-solving skills along with an ability to collaborate
  • Understanding of the financial processes for various types of projects and the various pricing models available
  • Ability to assess the current processes, identify improvement areas and suggest the technology solutions
  • One or two industry domain knowledge
  • Client Interfacing skills
  • Project and Team management
  • Should have In-depth knowledge of Software Testing Life Cycle (STLC) preferably in contact center space
  • Should have good experience on automation in IVR space
  • In depth knowledge on Genesys Framework and contact Center architectures.
  • JSON and XML RESTful API request/response testing
  • Should have experience in developing automation scripts with Cyara and Selenium for IVR and CTI applications
  • Hands on with IVR-CTI integration - Softphone and Genesys WWE, and CTI applications including Genesys & Verint WFM, Verint & NICE Call Recording
  • Proficient in GA, GAX and CME
  • Knowledge of installation of Genesys Inbound & outbound applications.
  • Good knowledge on Genesys Reporting applications like CC Pulse and GI2
  • Strong oral and written communication skill
  • Knowledge on Genesys Agent Desktop application WDE and its integration with Genesys and third-party applications
  • Knowledge on Verint recording and Aspect WFM
  • Hands on knowledge on GVP and Inbound and Outbound Voice Architecture and flows
  • Requirement analysis, estimations.
  • Hands on knowledge on WDE Customization
  • Ability to work in team in diverse/ multiple stakeholder environment
  • Analytical, Communication and Client Interfacing skills
  • Experience and desire to work in a Global delivery environment

The job entails an extensive amount of travel. The job also entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

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