Technical IVR Specialist
23 hours ago
We are currently seeking a highly skilled Technical Voice / IVR Analyst to support our Customer Contact Center. The ideal candidate will thrive in a hybrid work environment, enjoy working with complex telecommunications systems, and be passionate about improving customer experiences.
Main Responsibilities:- Analyze and improve IVR applications and call routing systems, ensuring seamless interactions between customers and our contact center staff.
- Collaborate with cross-functional teams to define system updates for customer and business needs, driving innovation and efficiency.
- Monitor system performance, conduct QA checks, and troubleshoot issues affecting customers, maintaining the highest standards of service quality.
- Serve as a liaison with vendors and manage project deliverables for system improvements, fostering strong relationships and delivering results.
- At least 3 years of experience supporting IVR/voice systems, ACD, or telecommunications infrastructure, with a proven track record of success.
- Hands-on experience with Genesys or similar IVR platforms, with a deep understanding of their capabilities and limitations.
- Bilingual in Spanish and English, with excellent communication and interpersonal skills.
- Proficient with Microsoft Office tools (Excel, Word, Outlook) and process documentation tools (Visio preferred), with a ability to adapt quickly to new technologies.
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