Job
Description
As an IVR and Contact Center Systems Specialist at NETGEAR, you will play a crucial role in managing and optimizing IVR systems and contact center platforms to enhance customer experience and operational efficiency. Your responsibilities will include designing, implementing, and maintaining IVR applications, managing multilingual audio IVR prompts, administering contact center systems, analyzing performance metrics, integrating systems with CRM and other applications, ensuring compliance with regulations, and collaborating with cross-functional teams to gather requirements and provide support and training to end-users. Key Responsibilities: IVR System Management: - Design, implement, and maintain IVR applications for top-tier performance. - Develop call flows and scripts aligned with business requirements. - Manage a large corpus of multilingual audio IVR prompts with QA, editing, and post-processing. - Provide continuous updates to the IVR application with new functionalities. Contact Center Support: - Administer, configure, and maintain contact center systems like InContact, Five9, AWS Connect. - Monitor and troubleshoot system issues for minimal downtime. - Collaborate with vendors for hardware/software defect remediation. - Train and support contact center agents in efficient system usage. Optimization and Analytics: - Analyze IVR and contact center performance metrics for insights to improve system efficiency and customer satisfaction. - Implement self-service solutions for enhanced customer experience. Integration and Customization: - Integrate IVR and contact center systems with CRM and other business applications. - Tailor solutions to meet organizational requirements and scaling needs. - Understand end-to-end contact center and CRM functionality. Compliance and Documentation: - Ensure systems meet regulatory compliance and best practices. - Maintain documentation for system configurations, workflows, and processes. Collaboration and Communication: - Collaborate with cross-functional teams to gather requirements and create functional specifications. - Provide support and training on IVR systems to end-users and contact center agents. Industry Trends and Best Practices: - Stay informed about IVR technology trends and recommend innovative solutions. Required Skills and Qualifications: - Bachelor's degree in computer science, Information Technology, Telecommunications, or related field. - 5+ years of IVR systems and contact center technologies experience. - Strong understanding of IVR design, scripting, and call flow management. - Experience with system configuration, monitoring, and troubleshooting. - Familiarity with CRM integration, workforce management systems, and reporting tools. - Ability to analyze data and drive system improvements. - Excellent communication skills. - Familiarity with telephony infrastructure and protocols. - Experience with cloud-based solutions and SaaS models. Preferred Qualifications: - Certifications in contact center technologies. - Experience with programming languages used in IVR development. - Integration experience through web services. - Knowledge of advanced reporting and analytics tools. - Experience with CRM integration and customer service platforms. - Prior experience in IVR implementation and VUI design. - Background in linguistics and conversational dialogue. - Library science/cataloging experience. - Copy editing and audio editing experience.,
