Teams at PTP

Design and deliver user-centered voice IVR experiences: gather requirements, create call flows and VUI specifications, conduct usability testing, tune speech/DTMF applications, support grammar design, and assist sales/marketing with UX methodology materials.

Design, implement, and transition Genesys Cloud contact center solutions. Build call flows/IVR in Genesys Architect, develop integrations using APIs/JSON/JavaScript, execute test plans, and follow change control processes while ensuring clear communication and ownership.

Analyze IVR caller behavior using SQL and Excel, build Tableau reports to visualize trends, collaborate with stakeholders to improve IVR user flows, and provide data-driven recommendations to enhance caller experience.