Senior Manager, Contact Center Platforms – IVR Design
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Job Description
IVR & Contact Center Platform designer managing optimization of IVR flows and dialing strategies at CVS Health. Ensuring seamless member experience and alignment with business priorities.
Responsibilities:
- Create, manage, and optimize IVR flows across Portfolio, Conversion, Member Experience, and Hybrid use cases.
- Design and maintain clear IVR flowcharts to ensure all IVR paths are visible, documented, and easily understood by stakeholders.
- Manage dialers and outbound (OB) campaigns, ensuring alignment with business prioritization, compliance requirements, and operational capacity.
- Own and maintain the structure of roles and permissions, including views, teams, routing attributes, hours of operation (HOO), and do-not-call (DNC) configurations.
- Oversee and analyze interaction analytics to identify trends, performance gaps, and opportunities for optimization across IVR and agent-assisted journeys.
- Produce ad hoc reporting to support leadership requests, operational decision-making, and cross-functional initiatives.
- Develop and maintain process documentation for IVR logic, platform configurations, reporting workflows, and operational standards.
- Partner with Operations, Technology, and Compliance teams to ensure contact center platforms support business objectives and regulatory requirements.
Requirements:
- 7-10 years of directly related work experience
- Minimum of 3-5 years of experience supporting contact center platforms, IVR management, dialers, or interaction analytics.
- Experience managing complex IVR call flows and outbound dialing strategies within a high-volume contact center environment.
- Strong analytical skills with the ability to translate data into actionable insights.
- Excellent written and verbal communication skills, with a strong emphasis on documentation and clarity.
- Hands-on experience with NiCE Studio platform, or similar solutions. (Preferred)
- Familiarity with interaction analytics, call routing logic, and outbound compliance standards. (Preferred)
- Experience creating executive-ready reports and dashboards using tools such as Excel, Power BI, or Tableau. (Preferred)
- Background in regulated environments (e.g., healthcare, financial services, or insurance). (Preferred)
Benefits:
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- Employee stock purchase plan
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- Paid time off
- Flexible work schedules
- Family leave
- Dependent care resources
- Colleague assistance programs
- Tuition assistance
- Retiree medical access
- Many other benefits depending on eligibility
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