Our client, a leading consulting firm, is in need of an IVR Architect for an initial 6 month remote contract. The role is fully remote, however, there are around 30% travel expectations to the customer site in Southern, CA. The IVR Architect will be supporting an enterprise Utility customer and will be responsible for designing, developing and optimizing automated telephony menus to help guide the customer to resolutions and / or agents.
Required Skills:
- Experience designing, developing and optimizing Contact Center IVR Applications with either NiCE, Genesys, Amazon Connect, etc.
- Experience creating, mapping and implementing visual representations, specifically menus, prompts, routing, etc.
- Experience using mapping tools (customer uses Lucidchart).
- Experience monitoring call data.
- Troubleshooting experience to identify and fix technical issues within automated scripts.
Preferred or Nice to Have Skills:
- Any Contact Center related certifications.
- Experience supporting enterprise Utility customers.
ClearBridge Technology Group is an Equal Opportunity Employer.
We offer excellent benefits and compensation packages.
The expected hourly rate range for this role is $63 – 94 / hr
The posted range is an estimate, the actual compensation offer will be based on the candidate’s experience, skills, qualifications and will be in line with internal equity.