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IVR Designer

Location: Nashville, TN, United States
Job # 10938763
Date Posted: 05-09-2018
IVR Designer – 
$125,000-$145,000- D.O.E
Full Time- Monday to Friday
Contract Role
Our client, a leading Healthcare SaaS platform is seeking an IVR Design leader to help their contact and call center.  In this role, you will focus on optimizing, developing, and designing IVR call flows, you will have the ability to translate business requirements into reality and provide additional insight an expertise.  You will coordinate and collaborate with IT and business operations.
Day to Day Activities and Requirements -
  • Over 3 years of contact center operations experience
  • You have experience with Cisco Unified Contact Center Enterprise
  • You have over 4 years Cisco UCCE software [ICM, CVP, IP-IVR] Enterprise development and deployment experience, including scripting, configuration, and call routing
  • Several years of experience developing, mapping, designing and optimizing IVR call flows. Prompt scripting
  • You have experience working with IVR, CRM, and quality monitoring solutions
  • Work with various internal departments and provide support during pre and post implementation phases of products and services; take ownership of ongoing product lifecycle maintenance of these products and services through management of vendor resources and tools.
  • Coordinate telecom activities, time schedules, and task management of deliverables on larger-scale projects.
  • Work on incoming Service Requests (SRs), including moves and project requests; coordinate and perform telephony, IVR, call recording, call detail and other programming changes according to SRs.
  • Develop new IVR call flows as requested by departments.
  • Optimize existing IVR call flows to improve first contact resolution rates and the customer experience.
  • Strong documentation skills: Visio, Confluence, SharePoint
  • The team is going through Avaya to Cisco for the contact center solution and they are looking for someone to help up design & update IVR call flows,
  • You are able to script, CVP, update prompt language and help optimize IVR call flows
  • Previous experience with Avaya and Cisco
If qualified please send your resume saved as a word document.  #DI
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