FSRC -BT INS - IVR-IVA Designer

At EY, we're all in to shape your future with confidence.

We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

Role - IVR-IVA Designer

Level – Senior

Responsibilities, Skills And Expertise -

Act as a trusted advisor in understanding and analysing client's business and technology problem / vision, conduct current state assessment with stakeholders via workshop, questionnaire, interview etc, analyse the collected datapoints / artifacts and provide meaningful insights / recommendations for future state design.

IVR / IVA Designer

• Experience gathering IVR / A requirements from business, operations and telephony SMEs.
• Familiar with conversational AI / NLU tooling (Lex, Dialogflow, Kore.ai, etc.).
• Write IVR scripts considering business, CX, and compliance requirements.
• Prepare detailed call flow specs for developers.
• Experienced in enhancing and migrating the IVR experience from one platform to another (e.g., Avaya to Genesys) and understand conversation design.

Tech / Tools Skills : Should have solid hands-on experience in Design Collaboration tools (Mural / Miro / PPT / Visio).

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

Skills Required

Lex, Ppt, Visio, MIRO