Design and implement interactive voice response (IVR) workflows that improve the call experience
Partner with customer facing contact center teams to develop technical solutions
Develop and deploy contact center technical standards across virtual call center globally
Identify opportunities to leverage existing technology solutions and new technical solutions to improve customer, client, provider and agent experiences
Design and document technical solutions, including architectural documents, engineering design documents and operational documentation
Serve as an IVR escalation point
Develop standard operating procedures for support of technical solutions
Ensure adequate system capacity to support business growth projections
Oversee all IVR projects from inception to implementation and post cut-over support
Responsible for overall design, expansion, and enhancements of IVRs and call flows
Design and deploy new applications with other IT systems integration for other products
Develop applications that can retrieve data using various data sources and data types through internal ingestion systems
Collaborate across stakeholders including IT, Engineering, Product, and Vendor resources to successfully deliver projects
Use experience designing and deploying complex contact center solutions leveraging InContact CXOne platforms and technologies
Use InContact Studio, IEX, Thin Agent, MAX Agent, and DID configuration
Use Central, CXOne, and InContact's reporting and analytics tools
Use ability to integrate InContact platforms with other technology
Use voice-centric programming languages and industry standard call recording platforms
Design solutions that balance both customer's needs and aligns to IT's technology roadmap
Use understanding of supporting and troubleshooting complex, global VOIP deployments including SBCs, SIP trunking and multiple carriers

Requirements

Bachelor’s degree in Information Technology or Computer Science
6 months of experience in job offered or similar occupation

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

IVR workflowstechnical solutionssystem capacity managementdata retrieval applicationsvoice-centric programming languagescall recording platformsSBCsSIP trunkingInContact CXOneInContact Studio

Soft Skills

collaborationproblem-solvingcommunicationproject managementdocumentation