Ivr Analyst

Job Type: Full-Time Overview:
We’re SmileDirectClub, and we believe everyone deserves a smile they’ll love. We also believe that you deserve a job you’ll love. Good thing you found us, and we found you. At SmileDirectClub, we’re all about empowering transformation. We want people to become more confident in how they look, how they feel, and how they think. So we’re spreading smiles and positivity all over the country.

It’s no small task. That’s why we’re looking for energetic, passionate, and confident team members who can help turn frowns, into life-changing grins. Are you up for it?

**Responsibilities**:
**Responsibilities**:

- Real-time IVR analysis of voice conversations with the objective of detecting breaks in the conversational flow which points towards the need for additional intent NLU training or recommendations to adjust the conversational design for specific or multiple intents.
- Frequent review of unsupported and supported intent phrases or flagged conversations which requires adjustment or addition as part of the Voice NLU or knowledge base training.
- Continuously review success of FAQs and update as required to introduce new/enhanced ones which include sending text to customers that include video or in-picture illustrations to assist customers in solving the customer’s intent.
- Recommend traditional touch tone/DTMF design best practices to support a hybrid environment with an intelligent IVR (ASR/TTS)
- Monitor and intercept voice conversations to personalize specific responses based on conversation flow or force transfer to a human agent if the AI is unable to resolve or at risk of an eventual transfer to a human agent or negative sentiments.
Work with the Customer Contact operations team to define and transform BI and reporting requirements.
- Ensure a robust and continuous feedback look is maintained between IVR Analyst, QA, L&D, and Conversational Designers

Qualifications:
**It will really make us smile if you have**
**Preferred education/qualifications**:

- Bachelor’s Degree or equivalent in a related Customer Experience field.
- Six Sigma (Green Belt at minimum) and an IIBA or PMI BA certification is highly desirable.
- Five9s, Genesys, Cisco or Avaya certifications considered an asset

**Knowledge & Experience**:

- At least 5 years of experience with IVR led by conversational AI platforms such as Salesforce Einstein, Google Dialogflow, IBM Watson, and Amazon Lex.
- Atleast 3 years with IVR platforms such as Five9s, Genesys, Cisco, or Avaya
- A background in data and speech analytics
- Familiar with AI technologies such as NLU, NLP, ML and DL
- Strong experience in understanding Customer Journey Mapping and conversational flows
- Prior Contact Center voice agent experience a key asset.
- Experience working in cross-functional, international teams that are multi-lingual and culturally diverse.
- Fluent English in both verbal and written form; Spanish fluency considered an asset.
- Exceptional communication skills with the ability to interface with multiple groups, including internal resources and external professional service providers.

**Skills & Abilities**:

- Must have a “customer first” mindset with the goal to overachieve and continuously “wow” our customers with frictionless experiences that solve their intent on the first attempt.
- Must possess excellent communication skills (both verbal and written), with proven ability to communicate effectively with all levels of employees in both English and Spanish.

Company Profile:
SmileDirectClub was founded on a simple belief: everyone deserves a smile they love. The Company is the first digital brand for straightening your smile, created after the realization that recent trends in 3D printing and telehealth could bring about disruptive change to the invisible aligner market by matching licensed professionals, a quality clear-aligner product, and customers together. By leveraging proprietary, cutting-edge technology, SmileDirectClub, LLC-affiliated dentists are providing greater access of care to consumers who couldn't otherwise afford orthodontic treatment to get a better smile.
- What is SmileDirectClub? Link here.
- What are our customers saying? Link here.
- What is a SmileShop? Link here.
- What is our culture like? Link here.
- How do we celebrate your team members? Link here.