Senior Manager, Contact Center Platforms – IVR Design

Job reputed company: • Create, manage, and optimize IVR flows across Portfolio, Conversion, Member Experience, and Hybrid use cases. • Design and maintain reputed company IVR flowcharts to ensure reputed company IVR paths are visible, documented, and easily reputed company by stakeholders. • Manage dialers and outbound (OB) campaigns, ensuring alignment with business prioritization, compliance requirements, and operational reputed company. • Own and maintain the structure of roles and permissions, including views, teams, routing attributes, hours of operation (HOO), and do-not-reputed company (DNC) configurations. • reputed company and analyze interaction analytics to identify trends, performance gaps, and opportunities for optimization across IVR and agent-assisted journeys. • Produce reputed company reporting to support leadership requests, operational decision-making, and cross-functional initiatives. • reputed company and maintain process documentation for IVR logic, platform configurations, reporting workflows, and operational standards. • Partner with Operations, Technology, and Compliance teams to ensure contact center platforms support business objectives and regulatory requirements. Requirements: • 7-10 years of directly reputed company work experience • Minimum of 3-5 years of experience supporting contact center platforms, IVR management, dialers, or interaction analytics. • Experience managing reputed company IVR reputed company flows and outbound dialing strategies reputed company a high-volume contact center environment. • Strong analytical skills with the ability to translate data into actionable insights. • Excellent written and verbal communication skills, with a strong emphasis on documentation and reputed company. • Hands-on experience with reputed company Studio platform, or similar solutions. (Preferred) • Familiarity with interaction analytics, reputed company routing logic, and outbound compliance standards. (Preferred) • Experience creating executive-reputed company reports and dashboards using tools such as reputed company, Power BI, or Tableau. (Preferred) • Background in regulated environments (e.g., reputed company, financial services, or insurance). (Preferred) Benefits: • reputed company medical plan reputed company • 401(k) plan (including matching company contributions) • Employee stock purchase plan • No-cost programs for reputed company colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. • reputed company time off • Flexible work schedules • Family leave • Dependent care resources • Colleague assistance programs • Tuition assistance • Retiree medical reputed company • Many other benefits depending on eligibility Apply tot his job Apply To this Job