Technical Voice Analyst

Primary Talent Partners has a new contract opening for a
Technical Voice Analyst / IVR Analyst
with our large power and utilities client in Charlotte, NC. This is a 36-month contract with a potential for extension. 

Pay:
$ $65.00/hr
; W2 contract, no PTO, no Benefits. ACA-compliant supplemental package available for enrollment.

Description:
The Customer Contact Center receives over 32 Million customer calls per year and the business is highly dependent on a complex telecommunications infrastructure to correctly route and manage these calls. The IVR handles 14-15 million calls per year and represents over 60% of the workload handled in the Customer Services department. The IVR also supports a third party vendor call center(s), which manages overflow English and Spanish Electric as well as Gas Outage calls overflow. Management of the call center voice systems and call routing is critical to the call center's results and customer services business strategy. The Voice Response Technology group serves as the bridge between the various stakeholders and Information Technology with regards to the Automatic Call Distribution (ACD) and Voice Response tools and provide additional self-service transactions, new products and services and make other enhancements to the IVR. This group serves as subject matter experts, business analyst, testers and project managers on various projects to enhance these systems.

This position will:

• Support initiatives for Voice Response applications and provide support/expertise for the ACD and IVR improvement initiatives.
• Track system performance and utilization measures and perform application quality assurance monitoring.
• Serve as the technical steward from the business and is expected to stay abreast with voice response technology/ trends and how they impact or benefit our stakeholder's business strategies. This requires technical research and building solid business relationships.
• Serve as the interface to vendors that provide technology services and is expected to lead and direct vendors in providing services to on projects and daily operations.

Responsibilities:

• Supports Initiatives for IVR applications
• Provides support for analyzing, testing and implementing application and process enhancements for IVR applications.
• Participates and documents sessions with diverse teams to come to closure and agreement of changes to IVR applications for improvements for our customers, as well as Customer Operations as a whole
• Identifies best practices with regards to IVR design and works with the business to ensure appropriate updates are completed in the IVR
• Maintains IVR applications and process knowledge to support successful implementation of key business initiatives
• Identifies improvement initiatives that deliver excellent customer experience/service, maintaining high levels of customer satisfaction and loyalty
• As needed, develops and runs business queries required to perform business analytics
• Ensures appropriate documentation and IT requests (ITGs, PICCASO tickets, business cases, etc.) are submitted for the business
• Enter business requirements, test plans and conduct testing, using enterprise testing and verification tool
• Ensure consistent execution of processes with the work group
• Supports corporate business continuity and storm response for Customer Services as needed Delivers direct support/expertise for IVR improvement initiatives
• Provides process review/analysis to support comprehensive requirements gathering that enable implementation of valued IVR improvement initiatives
• Provides for strategies and goals as requested by the leadership team, communicating sound vision and perspective during the customer service planning processes
• Collaborates with operations and process analysts and other support organizations to ensure their expectations are achieved and issues are resolved in a timely manner
• Maintains working relationships with other groups and departments to support successful project design, implementation and adoption of new application enhancements and processes
• Supports corporate continuous improvement and Customer Operations business excellence efforts, ensuring Customer Service work in these areas is in alignment with corporate standards and objectives Maintains a Safe and Productive Work Environment
• Contributes to a positive work environment where fellow employees work safely and efficiently
• Maintains productivity and focus, keeping management and business partners well informed of project/process deliverables and emerging issues/opportunities as required
• Adopts and models the safety guiding principles
• Supports a consulting culture, mindset, and results-oriented environment within the organization that drives teamwork
• Support effective change management, process reengineering and builds/maintains strong operations and application knowledge base Tracks system performance and utilization measures and performs application quality assurance monitoring
• Collects data for benchmarking and trending analysis.
• Conducts routing QA checks and responds to issues affecting customers and business processes.
• Researches complex customer experience issues or business issues and presents recommendations to management.
• Facilitates customer feedback by performing focus groups, surveys, and regular reviews with stakeholders at all levels of the Customer Operations organization.
• Supports benchmarking initiatives, as needed, and monitors technology innovations, evaluating ACD and IVR technologies and strategies for opportunities to apply.
• Coordinates routine no-damage testing of IVR modifications and enhancements. * Conducts routine quality assessments for work group.
• Identifies areas of process and system improvements.
• Assists management with workgroup problem investigations.

Required/Basic Qualifications:

• Bachelors degree in Marketing, Accounting and Management Information Systems or Computer Science. In addition to required degree, three (3) years related work experience
• In lieu of Bachelors degree(s) AND 3 year(s) related work experience listed above, High School/GED AND 5 year(s) related work experience
• Genesys Cloud experience
• 5 Years Experience with Genesys Cloud Architect
• Genesys BOT call flow design
• Building IVR call flows that target increasing
• Containment
• Authentication
• Payments
• Experience supporting, designing, and managing solutions related to IVR customer experience

Desired Qualifications:

• Masters degree. In addition to desired degree, 3 years related work experience
• Genesys Cloud Architect Certification

Additional Preferred Qualifications:

• Experience developing IVR applications
• Customer Service experience
• Demonstrated ability to build business cases for projects
• Three to five (3-5) years of IVR application experience.
• Architect / IVR and CRM Integration
• Architect / IVR Reporting & Milestones
• Knowledge of testing tools
• Working knowledge and experience with the software development lifecycle
• Working knowledge and experience creating call flow and scripting requirements
• Acknowledged interpersonal skills to work effectively with both internal and external personnel; strong collaborative skills
• Demonstrated solid written and oral communication skills
• Demonstrated ability to manage multiple assignments/projects at one time
• Working knowledge of process documentation tools such as Visio
• Working knowledge of application and project testing
• Proficient in Microsoft Office tools (Word, Outlook, Excel, etc.)
• Demonstrated ability to conduct presentations in a group environment
• Demonstrated knowledge and experience eliciting/documenting IVR requirements
• Demonstrated process design and analysis skill set
• Demonstrated analytical skills
• Demonstrated problem solving skills

Working Conditions:

• Hybrid - Work will be performed from both remote and onsite location. However, hybrid employees should live within a reasonable commute to the designated facility.

*Primary Talent Partners is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at *