Description

Act as the bridge between IT and business units for IVR projects with significant customizations.

This role is on-site.

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.
• 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.
• 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.
• Ability to learn business processes quickly and translate them into technical specifications.

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