Sr. IVR Engineers
3 weeks ago
Role: Sr. IVR Engineers (CCAI)
Location: Remote
Duration: Contract-to-Hire
Schedule: Monday-Friday 8am-4pm or 9am-5pm MT
Job Description:
Designs, modifies, develops, writes, and implements software programming applications. Supports and/or installs software applications/operating systems.
Participates in the testing process through test review and analysis, test witnessing and certification of software.
Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals.
Performs a variety of complicated tasks.
A wide degree of creativity and latitude is expected.
Job Tasks:
Configure, review, and oversee documentation of call flows and interdepartmental documents and communications
Gather project requirements and configure to continually improve our member experience
Act as a voice application subject matter expert for the internal team and business partners
Join support calls with partner and providing sufficient details as needed to resolve issues
Assist in developing application roadmap and strategy
Application report gathering and analysis
Train and mentor team members on application and technical skills.
Qualifications:
5-10 years of experience
Cisco CVP, CUIC and ICM experience required
IVR Configuration Training, Required Application Certification
Call center experience preferred. Required vendor trainings.
Technical troubleshooting experience
IVR and call flow experience preferred
College degree in a related area of study preferred
Business analysis experience preferred
Proficient in Microsoft Office Applications (Excel and Visio)
Strong analytic and problem solving skills
Required:
CCAI (Google Dialogflow, Big Query)
Expert in SQL required.
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