Ivr System Analyst

2 weeks ago

Toronto, Canada HomeEquity Bank Full time

WHO WE ARE
HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we’re passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, with a range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage product.
OUR VALUES, OUR PASSION
At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other.
- Customer-Focused. Passionate Advocates
- Courage to Act. Do the Right Thing
- One Team. One Vision
- Think Long-Term. Ever-Evolving
- Be Exceptional. Inspire Greatness

This role is responsible for managing and maintaining the Bank’s Interactive Voice Response (IVR) system. They will oversee the day-to-day operations, ensuring the system is functioning optimally and providing technical support for any issues that arise. Duties include configuring call flows, updating scripts, monitoring system performance, and troubleshooting errors. This role will closely collaborate with IT, Customer Success, and Sales teams to integrate the IVR with other systems and improve user experience. This role will also ensure the system complies with security standards and may be involved in implementing upgrades or enhancements to support business goals.
MAJOR ELEMENTS OF THE ROLE
**Key accountabilities of this position include**:

- System Monitoring and Maintenance: Regularly monitor the IVR system for performance, uptime, and errors, ensuring optimal functionality.
- Call Flow Configuration: Design, implement, and modify call flows to meet business needs and improve customer experience.
- Script Updates: Manage and update IVR scripts, prompts, and menus based on changing business requirements or customer feedback.
- Troubleshooting and Issue Resolution: Diagnose and resolve system issues or outages, providing timely technical support to minimize downtime.
- Ensure smooth integration of the IVR with CRM, telephony, and contact center systems for seamless customer service.
- System Upgrades and Enhancements: Plan and execute upgrades or enhancements to the IVR system, including testing and deployment of new features.
- Reporting and Analytics: Generate reports on system performance, call flow efficiency, and customer interaction data to provide actionable insights.
- Capacity Planning: Monitor IVR traffic and plan for capacity upgrades to accommodate increases in call volume without impacting system performance.
- Collaboration with Stakeholders: Work closely with customer service, IT, and telephony teams to align the IVR system with business objectives.
- Vendor Management: Coordinate with the IVR vendor for support, troubleshooting, and system updates or patches.
- Training and Support: Provide training and documentation for users or teams interacting with the IVR system to ensure effective usage.

SKILLS AND EXPERIENCE REQUIRED

**Qualifications**:

- In-depth knowledge of IVR platforms (e.g. Five9, NICE, Vonage) and the ability to configure, maintain, and troubleshoot these systems.
- Experience with Telephony and VOIP Technologies: Familiarity with telephony protocols (SIP, VoIP, PSTN) and how they integrate with IVR systems.
- Scripting and Programming Skills: Proficiency in IVR scripting languages and relevant programming skills (e.g., VXML, JavaScript, Python) to design and modify call flows.
- Database Management: Understanding of databases (SQL, Oracle) for managing data inputs and outputs through the IVR system.
- System Integration Knowledge: Ability to integrate the IVR system with CRM, ERP, or other enterprise systems to ensure seamless communication between platforms.
- Problem-Solving and Troubleshooting Skills: Strong analytical and troubleshooting abilities to quickly resolve technical issues and minimize downtime.
- Experience with Call Center Operations: Familiarity with contact center technology and processes, understanding how the IVR system impacts customer service.
- Project Management Skills: Ability to manage multiple IVR projects, including system upgrades, new implementations, and feature enhancements, ensuring timely and effective delivery

Working Conditions Unique to Job
- Standard office environment

WHY WORK AT HOMEEQUITY BANK?
Great Environment
HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility - an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way.
We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.
A Dynamic Culture - With People at the Centre
We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including the Greater T

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