Vendor HelpDesk Executive

IVR Operations Specialist Job description: The IVR operations specialist duties will be to meet with external customers to discuss\plan\design IVR flows and changes. Offer improvements on existing flows for enhanced member experience greater tracking abilities. Testing of new/changed IVR flows in test environment. Assist in administrating the UCCE/IVR systems with telecom team. Assist in deploying new calls flows. Requirements: Familiarity with Cisco Unified Intelligence Center, building and running reports for IVR/Agent metrics. Administration experience with Cisco Unified Contact Center, Cisco Voice Portals, Agent skilling, queue scheduling. Must be able to articulate in non-technical terms. Any scripting experience in Cisco Voice Portal is a plus but not required. This is for Wipro HPS, servicing across all clients. Must have a minimum of 2 years of experience with Contact Center/IVR systems, Cisco preferred but will consider other IVR Contact Center platforms. Since this position is going to be under IT, this will be considered a technical role, the candidate will have to have some previous experience on Cisco Contact Center/IVR operations and or call flow design (minimum 2 yrs.). Meeting with our customers (carriers) to discuss\plan\design IVR flows and changes. Must be able to articulate in non-technical terms.