IVR-IVA Designer

As an IVR-IVA Designer at EY, you will act as a trusted advisor by understanding and analyzing clients" business and technology problems/vision. You will conduct current state assessments with stakeholders through workshops, questionnaires, interviews, etc. Additionally, you will analyze the collected data points/artifacts to provide meaningful insights and recommendations for future state design. Key Responsibilities: - Gather IVR/A requirements from business, operations, and telephony SMEs - Familiarity with conversational AI/NLU tooling such as Lex, Dialogflow, Kore.ai, etc. - Write IVR scripts considering business, CX, and compliance requirements - Prepare detailed call flow specifications for developers - Experience in enhancing and migrating the IVR experience from one platform to another (e.g., Avaya to Genesys) and understanding conversation design Qualifications Required: - Solid hands-on experience in Design Collaboration tools like Mural, Miro, PPT, Visio At EY, we are dedicated to building a better working world by creating new value for clients, people, society, and the planet, while fostering trust in capital markets. Our teams, enabled by data, AI, and advanced technology, help clients shape the future with confidence and develop solutions for today and tomorrow's most pressing issues. With a full spectrum of services in assurance, consulting, tax, strategy, and transactions, our globally connected, multi-disciplinary network can provide services in over 150 countries and territories.,