IVR Systems Senior Associate

Job Summary

A company is looking for a CX Systems Sr. Associate, Voice.

Key Responsibilities

• Assess and enhance current voice automation systems while streamlining IVR workflows to improve customer interactions
• Identify and resolve malfunctions within the IVR platform, conducting root cause analysis to ensure reliable system performance
• Monitor performance metrics to verify that process improvements are achieving their intended goals

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Certification in IVR system management or relevant automation technology
• 3+ years of experience with IVR systems and telephony solutions
• 2+ years in automation solution design and implementation
• 3+ years of experience in system performance analysis and root cause identification