IVR Specialist

• Collaborate with stakeholders, including business analysts to gather requirements and create functional specifications for IVR solutions.
• Test and troubleshoot IVR systems to ensure proper functionality and performance.
• Monitor and analyze IVR performance data to identify areas for improvement and optimize call routing and customer interactions.
• Maintain and update IVR scripts, menus, and prompts to reflect changes in business processes or customer requirements.
• Stay informed about industry trends and best practices in IVR technology, and recommend innovative solutions to continuously enhance our customer experience.
  

Skills

• Strong technical expertise in IVR systems and platforms, such as Genesys & Avaya.
• Ability to analyze complex business requirements and translate them into efficient IVR call flows and prompts.
• Excellent problem-solving skills with the ability to troubleshoot and help resolve technical issues in IVR systems.
• Strong collaboration and communication skills to work effectively with cross-functional teams.
• Attention to detail and ability to ensure accuracy in IVR configurations and scripts.
• Familiarity with contact center operations and customer service principles.
• Ability to adapt to changing priorities and work in a fast-paced environment.
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively in a team environment.
• Strong organizational and time management skills.