Patient Engagement Five9 IVR/IVA Analyst

Spectraforce Technologies, Inc.; Mettawa (IL); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Spectraforce Technologies, Inc. seeks a Patient Engagement Analyst to optimize IVR and IVA workflows on the Five9 platform for a healthcare client. The role emphasizes reliable, compliant, patient-friendly voice experiences across call center and patient services channels.

Based in Mettawa, IL, this 12‑month contract offers hybrid onsite work with in-office Tuesday, Wednesday and Thursday. Candidates should have Five9 hands-on experience, IVR/IVA design knowledge, strong analytics, and

Qualifications

• Hands-on Five9 or similar telephony platform experience.
• Experience with IVR/IVA design principles and call flow logic.
• Strong analytics to identify trends and troubleshoot issues.

Responsibilities

• Manage day-to-day IVR and IVA workflows on the Five9 platform, including configuration updates.
• Monitor platform performance and troubleshoot call routing, containment, and latency.
• Collaborate with call center operations, IT, and vendor partners to implement changes.
• Support testing, QA, and validation of IVR/IVA changes before release.
• Document call flows and changes for audit and governance.
• Coordinate with vendors on platform issues and roadmaps.
• Track and report IVR/IVA KPIs to stakeholders.
• Ensure compliance considerations in telephony operations.

Skills

Five9

IVR/IVA design

Analytical skills

Cross-functional collab

Neustar familiarity

Job description

Spectraforce Technologies, Inc. seeks a Patient Engagement Analyst to optimize IVR and IVA workflows on the Five9 platform for a healthcare client. The role emphasizes reliable, compliant, patient-friendly voice experiences across call center and patient services channels.

Based in Mettawa, IL, this 12‑month contract offers hybrid onsite work with in-office Tuesday, Wednesday and Thursday. Candidates should have Five9 hands-on experience, IVR/IVA design knowledge, strong analytics, and