Description

You will serve as the bridge between IT and business units for IVR projects involving significant customizations. You will analyze requirements, map data, and validate that development aligns with business expectations.

Responsibilities

• Elicit requirements through interviews, workshops, and workflow analysis to define IVR functionality.
• Analyze upstream and downstream application effects on business processes and technology.
• Write and execute test cases, identify test data, and facilitate User Acceptance Testing with business units.
• Coordinate communication across IVR, Contact Center, Java, Enterprise Data Warehouse, and IT Operations teams.
• Analyze web services and perform data mapping between applications and source systems.

Required Skills

• 5+ years of IT experience, including 3–5 years of specific IVR experience.
• Ability to learn business processes quickly and translate them into technical specifications.
• Proficiency in writing and executing test cases for complex scenarios.
• Experience with data mapping and analyzing web services.
• Basic SQL/SOQL query development for data analysis.
• Strong ability to bridge the gap between IT teams and business stakeholders.

Preferred Skills

• Experience with Cyara automated IVR testing tools.
• Familiarity with ICE Mortgage Servicing Procession (MSP), Fiserv DNA, or Cisco Contact Center/CTI.
• Experience with IVR reporting tools such as eGain or CUIC.

Key Skills

Education

Any Graduate