Senior Manager, Contact Center Platforms – IVR Design
Job Description:
• Create, manage, and optimize IVR flows across Portfolio, Conversion, Member Experience, and Hybrid use cases.
• Design and maintain clear IVR flowcharts to ensure all IVR paths are visible, documented, and easily understood by stakeholders.
• Manage dialers and outbound (OB) campaigns, ensuring alignment with business prioritization, compliance requirements, and operational capacity.
• Own and maintain the structure of roles and permissions, including views, teams, routing attributes, hours of operation (HOO), and do-not-call (DNC) configurations.
• Oversee and analyze interaction analytics to identify trends, performance gaps, and opportunities for optimization across IVR and agent-assisted journeys.
• Produce ad hoc reporting to support leadership requests, operational decision-making, and cross-functional initiatives.
• Develop and maintain process documentation for IVR logic, platform configurations, reporting workflows, and operational standards.
• Partner with Operations, Technology, and Compliance teams to ensure contact center platforms support business objectives and regulatory requirements.
Requirements:
• 7-10 years of directly related work experience
• Minimum of 3-5 years of experience supporting contact center platforms, IVR management, dialers, or interaction analytics.
• Experience managing complex IVR call flows and outbound dialing strategies within a high-volume contact center environment.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent written and verbal communication skills, with a strong emphasis on documentation and clarity.
• Hands-on experience with NiCE Studio platform, or similar solutions. (Preferred)
• Familiarity with interaction analytics, call routing logic, and outbound compliance standards. (Preferred)
• Experience creating executive-ready reports and dashboards using tools such as Excel, Power BI, or Tableau. (Preferred)
• Background in regulated environments (e.g., healthcare, financial services, or insurance). (Preferred)
Benefits:
• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Paid time off
• Flexible work schedules
• Family leave
• Dependent care resources
• Colleague assistance programs
• Tuition assistance
• Retiree medical access
• Many other benefits depending on eligibility
Apply Now
Apply Now
• Create, manage, and optimize IVR flows across Portfolio, Conversion, Member Experience, and Hybrid use cases.
• Design and maintain clear IVR flowcharts to ensure all IVR paths are visible, documented, and easily understood by stakeholders.
• Manage dialers and outbound (OB) campaigns, ensuring alignment with business prioritization, compliance requirements, and operational capacity.
• Own and maintain the structure of roles and permissions, including views, teams, routing attributes, hours of operation (HOO), and do-not-call (DNC) configurations.
• Oversee and analyze interaction analytics to identify trends, performance gaps, and opportunities for optimization across IVR and agent-assisted journeys.
• Produce ad hoc reporting to support leadership requests, operational decision-making, and cross-functional initiatives.
• Develop and maintain process documentation for IVR logic, platform configurations, reporting workflows, and operational standards.
• Partner with Operations, Technology, and Compliance teams to ensure contact center platforms support business objectives and regulatory requirements.
Requirements:
• 7-10 years of directly related work experience
• Minimum of 3-5 years of experience supporting contact center platforms, IVR management, dialers, or interaction analytics.
• Experience managing complex IVR call flows and outbound dialing strategies within a high-volume contact center environment.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent written and verbal communication skills, with a strong emphasis on documentation and clarity.
• Hands-on experience with NiCE Studio platform, or similar solutions. (Preferred)
• Familiarity with interaction analytics, call routing logic, and outbound compliance standards. (Preferred)
• Experience creating executive-ready reports and dashboards using tools such as Excel, Power BI, or Tableau. (Preferred)
• Background in regulated environments (e.g., healthcare, financial services, or insurance). (Preferred)
Benefits:
• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Paid time off
• Flexible work schedules
• Family leave
• Dependent care resources
• Colleague assistance programs
• Tuition assistance
• Retiree medical access
• Many other benefits depending on eligibility
Apply Now
Apply Now