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Interactive Voice Response Analyst

3 months ago

Dubai, Dubai, United Arab Emirates Dicetek LLC Full time

We are seeking a knowledgeable and proficient Interactive Voice Response (IVR) Analyst to enhance our operations at Dicetek LLC. In this role, the IVR Analyst will be instrumental in the design, implementation, and upkeep of IVR systems that improve customer engagement and optimize business processes. The position requires collaboration with various teams to create and execute IVR solutions that align with organizational objectives and customer expectations.

Key Responsibilities

  • Engage with stakeholders, including business analysts, to collect requirements and develop detailed specifications for IVR solutions.
  • Conduct testing and troubleshooting of IVR systems to ensure optimal performance and reliability.
  • Analyze IVR performance metrics to pinpoint opportunities for enhancement and refine call routing and customer interactions.
  • Update and maintain IVR scripts, menus, and prompts to ensure they align with evolving business processes and customer needs.
  • Stay updated on industry advancements and best practices in IVR technology, proposing innovative solutions to continually improve customer satisfaction.

Required Skills

  • Extensive technical knowledge of IVR systems and platforms, including Genesys and Avaya.
  • Proficient in interpreting complex business requirements and translating them into effective IVR call flows and prompts.
  • Strong analytical and problem-solving abilities to address and resolve technical challenges within IVR systems.
  • Excellent interpersonal and communication skills for effective collaboration with cross-functional teams.
  • Meticulous attention to detail to ensure precision in IVR configurations and scripts.
  • Understanding of contact center operations and customer service fundamentals.
  • Capacity to adapt to shifting priorities and thrive in a dynamic work environment.
  • Exceptional written and verbal communication capabilities.
  • Able to work both independently and as part of a collaborative team.
  • Strong organizational and time management skills.