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IVR Systems Analyst

4 weeks ago

Toronto Ontario CA, Ontario Infotek Consulting Inc. Full time

We are looking for a Systems Analyst for a full time permanent engagement. Role is fully on site in Downtown Toronto


Job Title: IVR Technical Analyst

Job Summary: We are seeking a skilled and detail-oriented IVR Technical Analyst with hands-on experience in IVR systems such as Genesys, NICE, or Five9. The ideal candidate will work closely with cross-functional teams to design, implement, and troubleshoot IVR applications. The role focuses on ensuring seamless integration and optimization of IVR systems within the Five9 platform, integrated with CRM. The individual will serve as an administrator, business analyst, and architect, running the IVR operations to support users

Key Responsibilities:

  • Design, implement, and maintain IVR solutions using Five9 and integrate them with CRM to streamline customer interactions.
  • Act as an administrator and system architect, managing the overall IVR system’s functionality, performance, and scalability.
  • Collaborate with cross-functional teams to define and document business requirements for IVR applications and ensure successful system integration.
  • Provide technical support for IVR systems, including troubleshooting and issue resolution to ensure minimal downtime and optimal performance.
  • Develop and deliver regular reports on system performance, usage metrics, and service-level achievements.
  • Oversee the ongoing operation of the IVR system, ensuring it meets the needs of users while maintaining a high level of reliability and efficiency.
  • Create and maintain technical documentation related to IVR configurations, integrations, and troubleshooting processes.
  • Analyze and optimize call flows and scripts to improve customer experience and system efficiency.
  • Collaborate with stakeholders to gather feedback, recommend improvements, and implement system updates.
  • Deliver presentations and reports using Excel and PowerPoint to communicate IVR performance, findings, and solutions to both technical and non-technical stakeholders.

Qualifications:

  • Bachelor’s degree in Computer Science, Information Technology, or related field.
  • Hands-on experience with Genesys, NICE, Five9, or similar IVR/contact center solutions.
  • Proven experience in system administration, business analysis, and architecture for IVR systems.
  • Familiarity with CRM integration with IVR solutions.
  • Excellent troubleshooting skills and the ability to resolve technical issues efficiently.
  • Strong reporting and presentation skills, with proficiency in Excel and PowerPoint.
  • Experience supporting a large user base
  • Strong communication skills and the ability to work effectively with technical and non-technical teams.
  • Detail-oriented with a focus on delivering high-quality, user-friendly IVR solutions.

Preferred Qualifications:

  • IVR certifications or relevant technical certifications.
  • Experience in working within a contact center environment.
  • Familiarity with telephony concepts and call routing logic.