Job Description

Our Direct Client -Named one of Forbes' "Most Innovative Companies and Computerworld's "100 Best Places to Work in IT is looking for an IVR VUI DESIGNER SYSTEM ANALYST


Position Summary:Our direct client is seeking a Contact Center Systems Analyst with the focus on IVR applications, Call Routing, Chat, and other related technologies. Knowledge of Contact Center Technologies, such as GVP, Speech Recognition, Voice Biometrics and Genesys Applications is required. This position is responsible for:

Working closely with business units to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications; and work closely with Project Management and Development teams in the implementation of solutions

Analyzing requirements, developing detailed designs for implementation of technical work, defining implementation and testing procedures.

Designing the IVR caller experience for DTMF and speech-enabled applications.

Creating and design effective speech user interface designs including call flow, dialogues, functional logic, prompts, and define grammars to match the established requirements.

Partnering with the Development team to drive successful implementation of IVR design specifications. Resolving any implementation issues that affect the design and overall IVR experience. Designing post IVR call routing flows.

Analyzing the performance of the user interface with regards to metrics and caller experience, and recommend specific changes to improve Client satisfaction and transaction completion.

Acting as a subject-matter expert in the Contact Center Domain for IVR and Call Routing.

Providing in-depth technical knowledge and troubleshooting skills for IVR applications and Contact Center Routing.

Educating Business Units on best practices around speech applications, Call Routing and gain consensus on the design, prompting and overall call flow.

Delivering IVR user interface design documentation aligning backend interfaces to support business functionality and application development Providing Voice application integration, engineering and support of technology related to Client Services Platform from both a voice and data perspective.

Facilitating the coordination of Contact Center projects by acting as the liaison between the business users/stakeholders and various systems groups

5+ years industry experience in IVR Voice User Interface design of conversational speech recognition applications and Self Service solutions

Must be well rounded with experience in multiple Contact Center Technology domains including expertise in current IVR and speech recognition standards, CTI, Call Routing, VHT, Workforce Management, Call Recording, and VoIP Technologies

Experience in writing Voice User Interface design specifications following standard practices for error recovery and universal help

Experience working on full lifecycle new development projects (products that are being developed from scratch) to demonstrate an understanding of business and technical needs, and roles

Experience in developing call flows for complex applications including data driven interactions and Contact Center routing of calls, email and web chat interactions

Experience in designing both call steering and self-serve applications

Act as a subject-matter expert in the GVP Contact Center Domain.

Must have prior experience reviewing and analyzing Contact Center solutions, while making suggestion for design improvements and strategy roadmaps.

Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities

Excellent written and verbal communications skills.

Ability to work in a fast-paced environment Flexible and Professional Solid Organization Skills Excellent interpersonal skills; team player

Additional Perks:

- Excellent Market Rate/Salary

- Positive Work-Life Balance

- Competitive Benefit Packages Including Medical Insurance, Dental Insurance.

Company Overview:

AGM Tech Solutions is a Women-owned Firm relationship-based IT Consulting firm dedicated to Serving our Clients Nationwide. Our dedicated teamstrives to exceed the expectations of our clients and employees by building long term relationships based on Integrity, Trust, Hard Work, Commitment and our service experience. We offer a consultative approach to each and every client by taking the time to listen to their needs and help them get where they want to go by becoming an extension of their organization.We provide Information Technology staffing: High caliber talent for temporary support and project Deliverables.Direct IT placement services: Contract-to-Hire Direct Hire professionals for longer-term needs.

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