IVR Developer

In this role, you will be responsible for serving internal customers and external call center partners by planning and implementing call center strategies and operations; improving systems and processes; managing staff and communicating value. Main area of focus will be our Five9 IVR system and configuration, and the associated integrations with our HITS (Handset Issue Tracking System) platform.

Direct management responsibilities will include making configuration changes based off business requirements to add functionality to the IVR to deter calls, decrease call handle times, and improve customer satisfaction across our global platforms with heavy focus in EMEA and US&CA. Also, the role is expected to troubleshoot integration issues and assist the business in managing the vendor from a technical perspective.

Your day-to-day responsibilities include but are not limited to:

• Configures and develops IVR call flows, menu selections, voice prompts and calls dispositions from Five9 Voice Contact Center management console
• Build custom reports to show efficacy of configurations and integrations in Five9 Reporting Dashboard
• Integrates Five9 IVR into HITS platform via API calls, leveraging data elements to intelligently route calls and provide claim process status using Five9 Studio (IVA) and VCC/SCC applications
• Creates new Omnichannel capabilities by leveraging Chat configurations, HITS integrations, and Cloud-based services
• Provide ongoing evaluation of processes and procedures, and drive improvements in area operations, efficiency and service to both internal and external customers
• Implement Call Center best practices and drive call center management education to instill accountability for productivity and performance goals within the call center, and within the local management team and partners, developing a metric driven focus
• Leverage technology to maximize support for delivering best in-class Customer Service,
• Inspect partner operations both via Performance management tools and on sites to ensure execution to plan and standards are being met
• Identifies performance and expectation gaps and facilitates resolution
• Identifies operating opportunities for continuous improvement and efficiencies
• Ability to work independently and in a team environment with on-call responsibilities
• Must be resourceful, assertive, detail oriented, energetic and highly self – motivated
• Must have strong oral, written, organizational, presentation and communication skills
• Ensures maintenance of standards and objectives related to PCI compliance
• Promotes positive employee relations
• Travel up to 25% will be required
• Five 9 experience required – API handling experience required – SQL knowledge a + - AI Knowledge a huge + (Google DialogFlow)
  

Requirements/Skills

If you are who we are looking for, you will have the following education, skills and/or experience:

• Preferable BS in Engineering/Computer Science
• 2-5 years of Five9 IVR configuration experience (or 7 – 10+ in similar contact center software with speech-to-text and natural language processing capabilities)
• Experience in working with Call center software and processes, including IVR, Workforce Management, Agent Performance, Queuing and Switch Technologies
• Strong problem solving skills
• Superior communication skills, both written and oral
• Strong and proven analytical skills