IVR (Interactive Voice Response) Configuration Analyst | Call Center Solution

TalentBurst, an Inc 5000 company
July 25, 2019
Enfield, Connecticut
Job Type


Job Description:

As an IVR Configuration Analyst, you will evaluate business and technical requirements and translate into designs for our Call Center.

You will join an experienced Agile work cell dedicated to migrating a business area over to an enterprise call center solution.

Role Characteristics

A seasoned individual capable of handling broad scope projects that have short to medium-term focus
Works with guidance on more complex projects
Capable of applying knowledge to handle all but the most complex problems independently
Makes value-added improvements to existing programs and procedures
Anticipates change and directs or redirects efforts
Makes practical suggestions for improving work processes in discipline
Works for consensus and contributes to the achievement of workgroup goals
Individual typically has at least 5 years of related experience

Job Responsibilities & Requirements

Basic Job Qualifications
5+ years of configuration and integrations with hosted vendor Call Center as a Solution (CCaaS) products
Knowledge of designing and development of IVR call flows using inContact Studio
Experience integrating Fraud detection applications
Experience with CCaaS Integration with different CRM applications and other data sources
Familiarity with API methods and implementation of web services in a distributed environment (datapower, REST and/or SOAP based requests, microservices, etc)
3+ years of working knowledge of databases, preferably experience with one of these (Informix, Oracle, Sybase, DB2)
Experience with working collaboratively with onshore and offshore teams
Ability to articulate technical concepts to both business and technical audiences with ease
Experience working in an Agile environment

Preferred Job Qualifications:

Bachelor’s Degree
Experience with NICE/inContact software applications
Experience with PBX, WFM, Call and Screen recording solutions, and automated Survey solutions.
Key contributor to design and coding patterns, leveraging experience and industry standards and best practices
Lead and collaborate on design sessions with an eye towards designing reusable components
Mentor others regarding best practices and leading industry principles



Company Description

TalentBurst is a certified minority owned staffing firm founded in 2002 by 3 ex-Monster.com executives. We provide award winning Solutions for the Global Talent Cloud. Our services include:

1. Information Technology Staff Augmentation and SOW
2. Life Sciences and Clinical Staff Augmentation
3. High Hazard & Global Payroll
4. 1099/IC validation and Compliance

Our MSP partners and end customers have recognized our commitment to a partnering supplier model recognizing us with the following awards:

AgileOne Gold Supplier 2017
Allegis Global Solutions Strategic Partner 2018
Geometric Results Platinum Preferred Partner
KellyOCG #1 Strategic Supplier @ #1 Cloud Computing
PRO Unlimited Gold Supplier 2012, 2014 – 2017
PRO Unlimited Platinum Supplier 2013
TAPFIN Premier Partner 2017
TAPFIN Program Performance Award @ #1 cloud computing
Zero Chaos Proven Performer 2016, 2017, 2018
First Data #1 supplier for 12 Quarters
Thermo Fisher Supplier of the Quarter
Toyota Best in Compliance and Retention Excellence
Western Union Supplier of the Year 2017
Top 3 Supplier for Salesforce, Sanofi, Visa, and Adobe
Top Supplier for First Data for 10 years

We currently have employees working in 46 states and 6 countries including USA, Canada, India, Singapore, Chile and United Kingdom. Some of our top tier customers include Am@zon, VISA, F@cebook, Salesforce.com, AirBnb, Dropbox, Twitter, The Home Depot, MasterCard, OATH (formerly Yahoo!), NetApp, M&T Bank, Adobe Systems, Western Union, First Data Corporation, Fidelity Information Services, National Grid, SANOFI/Genzyme, Merck, Pfizer, Abbott Labs, ROCHE/Genentech, Symantec, CORNING and BOEING among others. Our corporate offices are in Natick MA, just west of historic Boston, with branch offices in San Francisco, Fort Lauderdale, Dallas, Toronto, & Gurgaon, India.

Please check us out at www.TalentBurst.com or via our Linkedin or Facebook page.

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