Platform Architect (Genesys Cloud)

Leveraging technologies like NLU & STT over XBS USA & XBS Canada Voice channel via VCA (voiced VCA availability should be 24x7).

Making sure it covers Supplies-related self-help content and Request for Service (TSR status) to voice channel.

Insert Natural Language Understanding as the primary method of interacting with inbound voice (Voice Client Experience)

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.

Implement in US English (en-US), Canadian French (fr-CA), but with a technology intendable to da-DK, nl-NL, en-AU, en-GB, fi-FI, fr-FR, de-DE, it-IT, nb-NO, pt-BR, pt-PT, es-ES, es-US, sv-SE. Skills : Genesys Cloud, Platform Architect, NLU, STT, XBS USA, XBS Canada, VCA, CTI Genesys, Genesys, Genesys Cloud CTI (Computer Telephony Integration), CTI (Computer Telephony Integration).

Contract