Genesys Consultant Divish LLC Charlotte, NC 28202 • Hybrid work

Genesys Constultant Location :

North Carolina Scope of Work:

We are required to provide 4 Genesys PS resources with AI Bot expertise. The team will be based out of Client offices and will collaborate with the existing Genesys PS teams to capture and deliver the required solutions. Scrum masters currently oversee 3 teams as discovery and delivery phases run in parallel. Phase 1: Support the migration of call flows from Avaya to Genesys. Phase 2: Enhance the migrated call flows with Conversational AI features.

Skills Requirement:

4 Genesys PS resources with AI Bot skills.

Duration of Engagement:

6 months.

Features / Functionalities

in

Use:

API integration with the MetLife insurance system. Salesforce tight integration. Genesys Pointillist. Genesys Dialog Bot/Conversation AI for voice. SMS and email functionalities. Additional Features /

Integrations Required:

None at this stage. AI /

Bot Use Cases & Requirements:

Focus on the insurance segment, with approximately 110 intents expected for 14 Lines of Business (LOBs). This may change based on the discovery phase.

Hypercare Requirements:

Yes. Day 1 to Day 2

Transition Process:

Client plans to utilize their current Avaya Day 2 support team, currently being trained to support 2-3 LOBs as they are migrated. We will hand over to their Day 2 team after migration, though there may be scope for extending Day 2 support from TCL after 6 month.

Job Types:

Full-time, Contract Pay:

$50.00 - $55.00 per hour Expected hours: 40 per week

Schedule:

8 hour shift Monday to

Friday Work Location:

Hybrid remote in Charlotte, NC 28202