IVR Analyst - Remote

Overview

The IVR Analyst will provide tier 2 support for North America Customer Care Systems, including IVR self-service platforms and Genesys solutions, while managing equipment and software for the contact center.

In Short

• Provide tier 2 support for IVR and Genesys systems.
• Participate in on-call rotation for after-hours support.
• Act as liaison between business and IT for system issues.
• Manage NACC Agent desktop equipment and software.
• Serve as system administrator for call center technologies.
• Collaborate with IT Networking on infrastructure configuration.
• Backup Senior Business Systems Analysts.
• Participate in project management for Customer Care initiatives.
• Manage procurement of contact center equipment.

Requirements

• High School diploma.
• 3-5 years' experience in a contact center environment.
• Excellent verbal and written communication skills.
• Strong customer service orientation.

Benefits

• Competitive hourly rate.
• Flexible work schedule with remote options.
• Opportunity to work with advanced technologies.
• Gain experience in project management.