Technical Business System Analyst - IVR

Skillset

• 6 - 8 years' experience as Technical Business System Analyst
• Good experience in IVR domain / process
• Strong communication skills
• Configure IVR call flows, menus, and prompts according to business requirements.
• Customize IVR scripts to enhance user experience and streamline call routing.
• Implement project changes and updates to IVR systems based on user feedback and business needs.
• Monitor IVR systems for performance issues, errors, and downtimes.
• Troubleshoot and resolve technical issues related to IVR systems promptly to minimize disruption.
• Fine-tune IVR call flows and menus to reduce call handling times and improve customer satisfaction.

Job Responsibilities

Support with IVR design, work with delivery teams across development and customization, liaise with Product teams, business teams, partner, and vendors teams to make sure the deliverables and d...