IVA / IVR Consultant

ASGN • Milwaukee, WI

410d

About The Position

We are seeking a skilled IVR Consultant to join our dynamic team. This role involves configuring, managing, and optimizing the integration between Verint's Workforce Optimization suite and Five9's cloud contact center solutions. The ideal candidate will have a strong background in contact center technologies and a passion for enhancing customer engagement through innovative solutions.

Requirements

• Strong background in contact center technologies.
• Experience with Verint's Workforce Optimization suite and Five9's cloud contact center solutions.
• Proficiency in designing and developing IVR systems.
• Ability to analyze data and provide actionable insights.
• Experience in training and documentation development.

Responsibilities

• Provide technical and strategic guidance on Five9 / IVR / IVA technology trends, design, development and documentation processes, including QA, maintenance support and data management, and call flow metrics collection and analysis.
• Responsible for the design, development and migration of on-prem call flows to cloud, utilizing Five9's Studio, and developed as a data driven, highly configurable, low code solution.
• Work with business leaders from across all lines-of-business, to create consistency and continuity in IVR / IVA personas, capabilities and contact center interfaces, and call flow metrics.
• Configure and maintain the integration between Verint and Five9 platforms to ensure seamless operation.
• Utilize Verint Quality Management tools to monitor and improve contact center performance.
• Analyze data from both Verint and Five9 systems to provide actionable insights for improving customer service.
• Provide technical support and troubleshooting for integration-related issues.
• Develop and deliver training materials and documentation for end-users and support teams.
• Work closely with product management, solutions consulting, and professional services teams to implement and support Verint and Five9 applications.

What This Job Offers

• Job Type: Full-time
• Industry: Administrative and Support Services
• Education Level: No Education Listed