IVR-IVA Designer
Ernst & Young LLP ( EY India )
Work from Office
Full Time
Min. 5 yearsJob Description
FSRC -BT INS - Contact centre BA
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 – Contact centre BA
Level - Senior
Responsibilities, Skills and Expertise -
Contact centre operation & modernization –
- Hands-on experience capturing business requirements for contact center migrations (Amazon Connect, Genesys, NICE, Five9).
- Knowledge of contact center operations, KPIs, SLAs, and compliance needs in insurance.
- Familiar with IVR/IVA and core telephony including WFM, KM, Quality, Reporting analytics, Agent Assist AI enablement.
- 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
- Document user stories, and acceptance criteria while collaborating with onshore counterpart(s).
- General understanding of CTI integrations; ability to document integration use cases, requirements
- Support test planning, test case design, test execution along with business stakeholders.
Tech/ Tools Skills : Should have solid hands-on experience in Design Collaboration tools (Mural/Miro/PPT/Visio) to build and modify Journey flows, Call flows, Process Flows, Personas etc.
Preferred with business consulting background with sound knowledge of key enterprise business process, customer touchpoint & journey design, design thinking along with stakeholder management. Should be able to contribute practice development, thought leadership and business development activities.
Must have vertical & Industry Experience in Insurance Service / Contact Centre transformation."
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.
Job role
Job requirements
About company
Similar jobs you can apply for
Graphic DesignerGraphic Designer Intern
Pro One Architects and InteriorsWork from OfficeFull TimeFreshers only
Basic English
Graphic Designer
Parthu ID SolutionsWork from OfficeFull TimeAny experienceBasic English
Graphic Designer Intern
DigitalGYB TechnologiesWork from OfficeFull TimeFreshers onlyBasic English
Graphic Designer
Four IDS Innovations Private LimitedWork from OfficeFull TimeMin. 1 yearBasic EnglishGraphic Designer
M/s Wall PulseWork from OfficeFull TimeAny experienceBasic EnglishGraphic Designer
Oxford Gifts ShopWork from OfficeFull TimeMin. 6 monthsNo English RequiredYou can expect a minimum salary of 0 INR. The salary offered will depend on your skills, experience and performance in the interview.
The candidate should have completed the required education and people who have 5 to 31 years are eligible to apply for this job. You can apply for more jobs in Hyderabad to get hired quickly.
The candidate should have sound communication skills and sound communication skills for this job.
Both Male and Female candidates can apply for this job.
No, it's not a work from home job and can't be done online. You can explore and apply for other work from home jobs in Hyderabad at apna.
No work-related deposit needs to be made during your employment with the company.
Go to the apna app and apply for this job. Click on the apply button and call HR directly to schedule your interview.
The last date to apply for this job is . For more details, download apna app and find Full Time jobs in Hyderabad . Through apna, you can find jobs in 64 cities across India. Join NOW!