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Job Summary:
The Interactive Voice Response (IVR) Specialist will plan, design, track, and modify IVR-enabled telecommunications systems to meet the needs of clients.
Supervisory Responsibilities:
- Oversees and supervises the work of the IVR design team.
- Hires and trains staff working on IVR technology.
- Conducts performance evaluations that are timely and constructive.
- Handles discipline and termination of employees as needed and in accordance with company policy.
Duties/Responsibilities:
- Consults with clients to fully understand the goals of the IVR system.
- Collaborates with clients to develop a plan to achieve stated system goals, providing end users with an efficient system that delivers timely and accurate responses using minimal verbal and keypad input.
- Conducts internal system tests, measuring the systems ability to quickly and accurately manage different scenarios of varying complexity.
- Plans and prepares flowcharts and other visual aids to demonstrate call handling and organization, providing maximum information resources in the shortest possible call time.
- Facilitates and conducts live customer testing; monitors results and identifies needed modifications and improvements.
- Repeats the testing procedure as needed and implements modifications.
- Periodically reviews the IVR system to determine whether user needs have changed and whether further enhancements or modifications are necessary.
- Maintains current knowledge of technological developments in the IVR field.
- Performs other related duties as assigned.
Required Skills/Abilities:
- Advanced understanding of IVR technology and related telecommunications devices, networks, software, and systems.
- Extremely organized with excellent analytical, problem-solving, and planning skills.
- Excellent verbal and written communication skills.
- Proficient with Microsoft Office Suite or related software needed to create reports, flowcharts, and technical logs.
- Ability to lead team-based projects.
Education and Experience:
- Bachelors degree in Computer Science or similar telecommunications specialty required.
- At least three years of experience in call management systems and voice application design required.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
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