Contact Center Solutions Analyst | IVR & Automation

TechDigital Group; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

An established industry player is seeking a Contact Center Solutions Analyst with expertise in telephony management and Five9 experience. In this pivotal role, you will assist in managing contact center software technologies, oversee the IVR structure, and document telephony processes for various business units. Your troubleshooting skills will be essential in resolving issues faced by users and supervisors, while your ability to create and implement campaigns will drive business needs. Join a dynamic team where your contributions will enhance the efficiency of the contact center operations and leverage automation for improved performance.

Qualifications

• Experience with managing telephony systems and IVR strategies.
• Strong troubleshooting skills for telephony-related issues.

Responsibilities

• Manage contact center software technologies and IVR structure.
• Document telephony processes and troubleshoot user issues.

Skills

Telephony Management

IVR Structure Management

Troubleshooting

Report Automation

Campaign Management

Tools

Five9

CRM Systems

Job description

An established industry player is seeking a Contact Center Solutions Analyst with expertise in telephony management and Five9 experience. In this pivotal role, you will assist in managing contact center software technologies, oversee the IVR structure, and document telephony processes for various business units. Your troubleshooting skills will be essential in resolving issues faced by users and supervisors, while your ability to create and implement campaigns will drive business needs. Join a dynamic team where your contributions will enhance the efficiency of the contact center operations and leverage automation for improved performance.