Customer Experience & IVR Optimization Analyst-1

Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation (NYSE : AES), a Fortune 500 company that's leading the charge in the global energy revolution. With operations spanning 14 countries , AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work , you can be confident that you're joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations, and with $12.7B in revenues in 2023 , we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide . As the world moves towards a net?zero future, AES is committed to meeting the Paris Agreement's goals by 2050. Our innovative solutions, such as 24 / 7 carbon?free energy for data centers, are setting the pace for rapid, global decarbonization.

If you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a cleaner, more sustainable future we're powering it. Apply now and energize your career with a true leader in the global energy transformation.

Are you passionate about creating seamless customer experiences through cutting?edge technology? We are looking for an IVR Strategy & Optimization Specialist to join our team and lead the design and enhancement of our Interactive Voice Response (IVR) systems. In this role, you will leverage AI?driven tools and advanced analytics to optimize customer journeys, improve self?service capabilities, and deliver measurable results in customer satisfaction and operational efficiency.

If you thrive in a fast?paced environment, enjoy collaborating across teams, and have a strong background in IVR design and customer experience, this is an exciting opportunity to make a real impact.

Responsibilities

IVR Strategy & Optimization

• Design, implement, and refine IVR call flows using Genesys Cloud Architect and Dialog Engine.
• Leverage AI?driven technologies (e.g., Google CCAI, Amazon Lex) to create conversational IVR experiences.
• Integrate IVR with backend systems and CRM platforms to enable personalized and efficient customer interactions.

Customer Journey Design

Performance Monitoring & Reporting

Collaboration & Governance

Education / Experience (Required)

Preferred Skills and Experience

Success Metrics

AES is an Equal Opportunity Employer who is committed to building strength and delivering long?term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and / or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law.

E?Verify Notice : AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I?9 to confirm work authorization.

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