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Integrated Voice Response

1 month ago

Boca Raton, United States Lifescale Analytics Full time

At Lifescale Analytics, we help achieve data driven decisions by leveraging strategic technologies to create innovative solutions, that ultimately help our clients to navigate their ever-changing data landscape. We have an opportunity for an Integrated Voice Response (IVR) Designer (Business Analyst). This role will be full-time onsite in BOCA RATON, FL. Telecommuting is NOT an option for this position. Travel and relocation expenses will not be covered by the client or employer. Responsible for coordinating and assisting the department to design, configure implement, test, and support a state-of-the-art omnichannel system. This includes ensuring a seamless transition between the legacy and a new omnichannel telephony system and integrated Voice Response (IVR) and Interactive Routing (IR) system.


Applicants responding to this position must be a US Citizen and will be subject to a government security investigation and must meet eligibility requirements by currently possessing the ability to view classified government information. Must have lived in the US for the past 5 years.


The Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position.


Provides post-implementation support in the following areas:

  • Data Analysis: Collect, analyze, and interpret customer data from various sources such as surveys, feedback, and transactional data to discover trends, patterns, and insights that can guide customer experience initiatives.
  • Feedback Management: Monitor and manage customer feedback channels, such as surveys and reviews, to extract valuable insights and track customer sentiment. Collaborate with relevant teams to address issues and capitalize on opportunities.
  • Customer Journey Mapping: Develop and maintain detailed customer journey maps to visualize touchpoints and interactions, identify pain points, and identify areas for continuous improvement.
  • Performance Metrics: Define, track, and report on key performance indicators (KPIs) related to customer experience.
  • Recommendation Development: Generate data-driven recommendations and action plans to enhance customer experience, which may include process improvements, product enhancements, and communication strategies.
  • Cross-functional Collaboration: Collaborate with cross-functional teams, such as marketing, product development, and customer support, to implement improvements in customer experience and ensure alignment with business objectives.
  • Customer Segmentation: Segment the customer base based on behavior, preferences, and demographics to personalize interactions and marketing efforts.
  • Market Research: Stay informed about industry trends, competitive landscapes, and emerging technologies to suggest innovative solutions for improving customer experience.
  • Led and participated in the design and implementation of medium-to-large scale IT and Business projects.
  • Design and development experience with voice, email, chat and IVR routing and complex contact center solutions.
  • Monitor and analyze IVR & chat usage to determine needs and recommend content updates and features


Required Experience:

  • Proven proficiency in data analysis and interpretation, utilizing data analytics tools and techniques.
  • Strong grasp of customer experiences principles and methodologies.
  • Excellent communication skills, both written and verbal, for presenting findings and recommendations to stakeholders.
  • Strong problem-solving abilities with attention to detail and a dedication to continuous improvement.
  • Proficiency in customer feedback management platforms.
  • Ability to work collaboratively in a cross-functional team environment.
  • Familiarity with statistical analysis and data visualization tools.
  • A customer-centric mindset and a passion for delivering outstanding customer experiences.
  • Strong project management skills to drive initiatives from concept to implementation.
  • The qualified candidate will enable the Department to collaborate with the vendor to design a new, state-of-the-art telephone system and provide post-implementation support to ensure the best possible customer experience.
  • Technical information: This will be a new system. Experience needed with Genesys Multicloud CX applications, speech and interaction analytics (CallMiner Eureka Platform), BOT engines, and data reporting and analytics.


Education:

  • Bachelor’s degree in business, Data Analytics, or a related field. A master's degree is a plus or other related field with Six Sigma certification. Or equivalent work experience in telephony systems and process improvement.


Who we are:

Lifescale Analytics, a small business that provides specialized expertise in data and analytics. Formed in 2012, the Lifescale Analytics team has years of experience providing a spectrum of customized data management services and solutions including Data Management/Analytics, Big Data Solutions, Cloud Services, Business Intelligence and Data Science that focuses on building strong portfolios and programs. Through experience and innovation, we allow businesses, pharmaceutical companies, financial institutions, and government agencies to manage and proactively make decisions based on their biggest asset, their data. Our specialists are skilled at managing, refining, analyzing, or visualizing information for the specific purpose of increasing the value of IT to benefit from the data science industry.


For more information, please visit our website at