Customer Experience & IVR Optimization Analyst

Join AES Corporation (NYSE : AES), a Fortune 500 company and global leader in the energy revolution. With operations in 14 countries , we are on a mission to shape a sustainable future through innovation and collaboration. Recognized as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022, and certified as a Great Place to Work , AES values its people and groundbreaking ideas.

AES is a global leader in renewable energy sales to corporations, with $12.7B in revenues in 2023 , serving 25 million customers worldwide . As we work towards a net-zero future by 2050, your expertise can help transform how we deliver energy.

We are looking for an IVR Strategy & Optimization Specialist to enhance our Interactive Voice Response (IVR) systems. This role will leverage AI-driven tools and advanced analytics to create seamless customer experiences, improve self-service capabilities, and boost customer satisfaction.

Responsibilities

Design and refine IVR call flows using Genesys Cloud Architect and Dialog Engine.

Utilize AI technologies (e.g., Google CCAI, Amazon Lex) to create conversational IVR experiences.

Integrate IVR with backend systems and CRM platforms for personalized customer interactions.

Customer Journey Design

Map and analyze customer journeys to identify pain points and improvement opportunities.

Use Genesys Predictive Engagement to optimize routing and self-service paths.

Collaborate with teams to align with business goals and customer needs.

Performance Monitoring & Reporting

Create dashboards to monitor IVR performance metrics.

Conduct usability testing and voice-of-customer analysis for ongoing improvements.

Present insights and recommendations to leadership.

Collaboration & Governance

Work with IT and Customer Operations teams to support IVR enhancements.

Ensure compliance with regulatory standards and accessibility guidelines.

Maintain documentation of IVR configurations and customer journey maps.

Education / Experience (Required)

Bachelor's degree in a relevant field or equivalent experience in IVR design or customer experience.

Experience in IVR optimization or contact center technology.

Hands-on knowledge of Genesys Cloud CX and reporting tools.

Understanding of telephony systems and self-service technologies.

Proficiency in data analysis tools (e.g., Power BI, Tableau) and SQL.

Familiarity with customer journey mapping and CX design frameworks.

Strong communication and project management skills.

Preferred Skills and Experience

Genesys Cloud CX Certification.

Experience with AI voice bots and speech analytics.

Familiarity with CRM platforms like Salesforce or SAP ISU.

Knowledge of IVR usability testing and accessibility standards.

Background in utility customer service or high-volume contact centers.

Success Metrics

Increased IVR containment rates.

Reduced average handle time and call transfers.

Improved customer satisfaction (CSAT) and Net Promoter Score (NPS).

Enhanced first-contact resolution through optimized routing and self-service.

AES is an Equal Opportunity Employer committed to diversity and inclusion. All qualified applicants will be considered for employment without regard to any characteristic protected under applicable law.