IVR Business Analyst

3 weeks ago

Charlotte Bay, Australia Optomi Full time
IVR Analyst – Customer Contact Center (Hybrid in Charlotte, NC)

Optomi, in partnership with a leading energy and utility provider, is seeking a Technical Voice / IVR Analyst to support the Customer Contact Center. This role is ideal for a technically-minded professional who thrives in hybrid work environments, enjoys working with complex telecommunications systems, and is passionate about improving customer experiences for millions of energy customers.

Base pay range

$45.00/hr - $55.00/hr

Location: Hybrid – Charlotte, NC

What the right candidate will enjoy
  • Working on high-impact initiatives that handle millions of customer calls annually
  • Supporting and improving IVR and call routing systems that directly affect customer experience
  • Collaborating with cross-functional teams, including operations, IT, and vendors
  • Opportunity to serve as a subject matter expert and influence voice system enhancements
  • Hybrid flexibility, with local presence in Charlotte, NC
Experience of the right candidate
  • 3+ years supporting IVR/voice systems, ACD, or telecommunications infrastructure
  • Hands-on experience with Genesys or similar IVR platforms
  • Bilingual in Spanish and English
  • Experience analyzing system performance, developing business requirements, and testing IVR enhancements
  • Proficient with Microsoft Office tools (Excel, Word, Outlook) and process documentation tools (Visio preferred)
  • Strong collaboration, communication, and problem-solving skills
Responsibilities
  • Support initiatives for IVR applications and call routing improvements
  • Analyze, test, and implement application and process enhancements for IVR systems
  • Collaborate with diverse teams to define and document system updates for customer and business needs
  • Monitor system performance, conduct QA checks, and troubleshoot issues affecting customers
  • Build and maintain business cases, documentation, and process workflows
  • Serve as a liaison with vendors and manage project deliverables for system improvements
  • Support business continuity, storm response, and customer service excellence initiatives
  • Stay up-to-date on IVR and voice technology trends to recommend process improvements
Job details
  • Seniority level: Mid-Senior level
  • Employment type: Contract
  • Location: Hybrid – Charlotte, NC (within reasonable commuting distance)
  • Job function: Analyst and Information Technology
  • Industries: Utilities and Energy Technology
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