Senior IVR Analyst
About the role
Join us as a Senior IVR Analyst in our dynamic federal contact center environment. You will be a key player in optimizing the automated customer journey, driving containment rates, improving self-service success, and managing operational costs.
Responsibilities
Advanced Data Analysis & Containment Strategy: Identify friction points through CDR analysis and design strategic enhancements for call containment and self-service success.
Advanced Analytics: Extract and interpret complex customer behavior patterns using advanced tools and massive datasets.
Performance Tracking: Define and monitor KPIs such as automation duration, abandonment rates, and routing accuracy.
AI & Automation: Analyze Chatbot and Agentic AI data to optimize automation capabilities and reduce agent workload.
System Design & Technical Leadership: Serve as the technical SME for CCaaS platforms, designing and reviewing IVR scripts and prompts.
Translation: Lead the SDLC process for IVR enhancements, collaborating with business stakeholders to document requirements and translate them into detailed system specifications.
Environment Management: Oversee the promotion of configurations across multiple AWS environments, ensuring seamless integration and deployment.
Root Cause Resolution: Identify and resolve complex technical and integration issues, bridging gaps between IT operations, engineering, and business stakeholders.
Quality Assurance, Collaboration, & Mentorship: Develop comprehensive test strategies and execute functional testing for system updates, providing strategic testing guidance and leading training initiatives.
Requirements
Experience: 7+ years of dedicated experience in IVR integration, data analysis, and system architecture within large-scale enterprise or federal organizations.
Education: Bachelor’s degree in Engineering, Business Technology, IT, or a related highly analytical field.
Technical Stack: Deep understanding of modern IVR platforms and technologies, with mandatory, hands-on experience in the AWS ecosystem (Amazon Connect, Amazon Q, Amazon Contact Lens, Amazon Bedrock, Athena).
Data Mastery: Advanced proficiency in data visualization and analytics tools (e.g., Tableau, QuickSight) to extract insights from massive datasets. Strong SQL querying experience is required; Python programming skills are highly preferred.
Methodology: Strong familiarity with SDLC processes, Agile methodologies, and project management tools (such as Jira) to manage large-scale IVR deployments and meet strict deadlines.
Strategic Problem Solving: Proven track record of successfully identifying root causes of system inefficiencies and proactively engineering solutions that directly increase containment rates.
Communication: Exceptional written and verbal communication skills, with the ability to present complex technical concepts and strategic business cases clearly to both technical engineers and non-technical executive leadership.
Qualifications
US Citizen or Green card holder willing and able to obtain and maintain Public Trust Clearance.
Benefits
Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
Education reimbursement for certifications, degrees, or professional development.
Commitment to continuous professional development.
Fun and inclusive workplace culture.
Pay
$145,000 - $155,000 annually. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.
Schedule
Hybrid in Woodlawn, MD.