
IVR Voice Specialist
2 days ago
We are seeking a Technical Voice Analyst to support our 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.
Key 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
Required Skills and Qualifications:
- 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
What We Offer:
- Hybrid flexibility, with local presence
- Opportunity to serve as a subject matter expert and influence voice system enhancements
Additional Information:
- Seniority level: Mid-Senior level
- Employment type: Contract
- Location: Hybrid – Charlotte, NC (within reasonable commuting distance)
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