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.