Senior IVR Systems Engineer

3 weeks ago

Washington, Washington, D.C., United States ASRC Federal Holding Company Full time

Job Title: Senior IVR Systems Engineer

Job Summary:

The ASRC Federal Holding Company is seeking a highly skilled Senior IVR Systems Engineer to support a federal contract. The ideal candidate will have a strong background in IVR technology and experience in designing and implementing complex telecommunications systems.

Responsibilities:

  • Oversee and supervise the work of the IVR design team.
  • Hire and train staff working on IVR technology.
  • Conduct resource evaluations with Network Operations Manager.
  • Communicate new requirements/changes in scope with Network Operations Manager.
  • Consult with clients to fully understand their goals for the Genesys Cloud system.
  • Collaborate with clients to develop a plan to achieve stated system goals.
  • Conduct internal system tests to measure the system's ability to manage different scenarios.
  • Plan and prepare flowcharts and other visual aids to demonstrate call handling and organization.
  • Facilitate and conduct live customer testing to identify needed modifications and improvements.
  • Periodically review the IVR system to determine whether user needs have changed.
  • Maintain current knowledge of technological developments in the IVR field.

Requirements:

  • Advanced understanding of IVR, Contact Center as a Service (CCaaS) and Genesys Cloud system technology.
  • Excellent analytical, problem-solving, and planning skills.
  • Excellent verbal and written communication skills.
  • Proficient with Microsoft Office Suite or related software needed to create reports, flowcharts, and technical logs.
  • Ability to lead team-based projects.
  • Bachelor's degree in Computer Science or similar telecommunications specialty.
  • At least 5 years of experience in call management systems and voice application design.

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