Sr IVR Engineer - ASRC Federal Holding Company
Washington, DC 20210
About the Job
ASRC is looking for Sr IVR Engineer to support a federal contract.
Job Summary
The Interactive Voice Response (IVR) or CCaaS Lead Engineer will plan, design, track, and modify IVR-enabled telecommunications systems to meet the needs of clients.
Responsibilities:
- Oversees and supervises the work of the IVR design team.
- Hires and trains staff working on IVR technology.
- Conducts resource evaluations with Network Operations Manager.
- Communicates new requirements/changes in scope with Network Operations Manager
Duties/Responsibilities:
- Consults with clients to fully understand the goals of the Genesys Cloud system.
- Collaborates with clients to develop a plan to achieve stated system goals, providing end users with an efficient system that delivers timely and accurate responses using minimal verbal and keypad input.
- Conducts internal system tests, measuring the systems ability to quickly and accurately manage different scenarios of varying complexity.
- Plans and prepares flowcharts and other visual aids to demonstrate call handling and organization, providing maximum information resources in the shortest possible call time.
- Facilitates and conducts live customer testing; monitors results and identifies needed modifications and improvements.
- Repeats the testing procedure as needed and implements modifications.
- Periodically reviews the IVR system to determine whether user needs have changed and whether further enhancements or modifications are necessary.
- Maintains current knowledge of technological developments in the IVR field.
- Performs other related duties as assigned.
- Must have ability to secure a Public Trust
- Must be a U.S. Citizen
Source : ASRC Federal Holding Company