Senior Manager, Telecom Analytics, Reporting
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Job Description
Senior Manager Telecom Analytics and Reporting at Judi Health. Designing IVR workflows and enhancing customer experiences across contact centers.
Responsibilities:
- Design and implement interactive voice response (IVR) workflows that improve the call experience
- Partner with customer facing contact center teams to develop technical solutions
- Develop and deploy contact center technical standards across virtual call center globally
- Identify opportunities to leverage existing technology solutions and new technical solutions to improve customer, client, provider and agent experiences
- Design and document technical solutions, including architectural documents, engineering design documents and operational documentation
- Serve as an IVR escalation point
- Develop standard operating procedures for support of technical solutions
- Ensure adequate system capacity to support business growth projections
- Oversee all IVR projects from inception to implementation and post cut-over support
- Responsible for overall design, expansion, and enhancements of IVRs and call flows
- Design and deploy new applications with other IT systems integration for other products
- Develop applications that can retrieve data using various data sources and data types through internal ingestion systems
- Collaborate across stakeholders including IT, Engineering, Product, and Vendor resources to successfully deliver projects
- Use experience designing and deploying complex contact center solutions leveraging InContact CXOne platforms and technologies
- Use InContact Studio, IEX, Thin Agent, MAX Agent, and DID configuration
- Use Central, CXOne, and InContact's reporting and analytics tools
- Use ability to integrate InContact platforms with other technology
- Use voice-centric programming languages and industry standard call recording platforms
- Design solutions that balance both customer's needs and aligns to IT's technology roadmap
- Use understanding of supporting and troubleshooting complex, global VOIP deployments including SBCs, SIP trunking and multiple carriers
Requirements:
- Bachelor’s degree in Information Technology or Computer Science
- 6 months of experience in job offered or similar occupation
Benefits:
- Option to telecommute
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