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

• Map and analyze customer journeys across IVR and digital channels to identify pain points and opportunities.

• Utilize Genesys Predictive Engagement and journey analytics to optimize routing and self-service paths.

• Collaborate with cross-functional teams to ensure alignment with business goals and customer needs.

Performance Monitoring & Reporting

• Develop dashboards and reports to track IVR performance metrics including containment rate, call abandonment, and handle time.

• Conduct regular usability testing and voice-of-customer analysis to inform improvements.

• Present insights and recommendations to leadership and stakeholders.

Collaboration & Governance

• Partner with IT, Customer Operations, and Training teams to implement and support IVR enhancements.

• Ensure compliance with regulatory standards (e.g., PCI, HIPAA) and accessibility guidelines.

• Maintain documentation of IVR configurations, change logs, and customer journey maps.

Education / Experience (Required)

• Bachelor's degree in Computer Science, Business, CX Design, or a related field - or equivalent relevant experience in IVR design, customer experience, or contact center operations.

• Experience in IVR optimization, customer journey design, or contact center technology.

• Hands-on experience with Genesys Cloud CX, including Architect, Dialog Engine, and reporting tools.

• Strong understanding of telephony systems, call routing, and self-service technologies.

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

• Experience with customer journey mapping and CX design frameworks.

• Excellent communication, stakeholder engagement, and project management skills.

Preferred Skills and Experience

• Genesys Cloud CX Certification.

• Experience with AI voice bots and speech analytics.

• Familiarity with CRM platforms such as 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 rate.

• 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.