Description
* Position can be in NorCal or SoCal they can work remotely from either location*
Need to be close to airport.
JOB DESCRIPTION:
IVR Design Specialist:
The IVR Design S is responsible for taking the lead on assigned IVR projects, serving as the subject matter expert and insuring on-time delivery of the project into production. This position will be responsible for validating the accuracy of the IVR design entering production and insure that what was expected from IVR is delivered. The candidate will work with various stakeholders to ensure requirements are captured, then document IVR specific design requirements and follow project through to implementation. The position is responsible for working with the 3rd Party vendor to deliver IVR design that meets business expectations. Additionally, the analyst will identify opportunities for IVR improvements and enhancements. The individual in this position will assume primary responsibility for validating UAT test plan documentation and leading UAT execution
Partner with IT and IVR Vendor to implement IVR component of the Contact Center Strategy Telephony Infrastructure solution. Includes but not limited to:
Serve as the business interface and primary point of contact for IVR related projects
Contribute in discovery/design solutions meetings
Using industry best practices and IVR experience, develop appropriate design approach to facilitate meeting the goals for the project
Assess impacts of potential design/system constraints on requirements and obtain approval from impacted business owners when necessary
Post-implementation monitoring
Basic Qualifications:
Demonstrates 5+ years of IVR design experience which may include large business technology projects with a significant number of integrated processes.
Demonstrates ability to direct and manage quality reviews and quality control monitoring for large complex programs.
Competency with Microsoft Office Suite of products (Word, Excel, PowerPoint, Visio, Project)
Ability to travel up to 75%
4-year degree (preferred) in related field or 4 additional years of equivalent work experience
Preferred Qualifications:
Healthcare/Pharmacy industry experience
Genesys Voice Portal experience