Description

Lead the design and implementation of Interactive Voice Response (IVR) systems for the Advocacy department.

Responsibilities

• Architect customer-centric IVR flows, including menu structures, speech recognition, and DTMF inputs.
• Define integration patterns with backend systems like CRM, payment gateways, and databases.
• Partner with business leaders to translate requirements into technical solutions.
• Implement NLP for intent recognition and AI-driven self-service options.
• Analyze performance metrics to provide data-driven recommendations for system improvement.

Required Skills

• 7+ years of experience in solution architecture with a focus on IVR and contact center technologies.
• Extensive knowledge of Avaya Contact Center solutions, including AEP, CM, SM, SBC, and Advanced Segmentations.
• Proficiency in IVR System Design & Architecture.
• Strong understanding of Session Initiation Protocol (SIP) for voice, video, and messaging.
• Experience designing IVR flows, speech recognition, and DTMF inputs.
• Knowledge of AI/ML applications in customer service technologies.
• Bachelor's degree in Computer Science, Information Technology, or a related field.

Preferred Skills

• Master's degree in a related technical field.
• Experience in the healthcare or insurance industries.

Key Skills

Education

Not specified