Senior IVR Technical Lead

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A client of ours, a top-tier firm, is looking for a Senior IVR (Interactive Voice Response) Technical Lead to be based in Torrance, CA.
The responsibilities of the Senior IVR Technical Lead will include:
Analyzing the current Voice Self Service channel/platform and execute proactive changes to better the customer experience and business need
Collaborating with business partners to analyze and understand business problems and needs within the Voice Self Service channel
Implementing speech/voice recognition IVR (Interactive Voice Response) and self-service flows that leverage the technology
Integrating IVR with various back-end systems, databases, telephony interfaces, and CTI environments
Overseeing design, coding, testing, and customized delivery of integrated web-services and self-service voice applications and voice portal premised and cloud based IVR platforms
Managing the definition and execution of projects through conceptualization, requirements, design, development, testing, and roll-out
Defining project success metrics and return on investment
Designing comprehensive solutions based on business system requirements
*The skills listed below are a MUST HAVE. Please submit your resume to this position only if you possess the skills required. Be sure to properly articulate the functionality of your resume. Resumes that do not properly annotate the required skills will not be considered for this position.
Bachelor’s degree in Computer Science, Mathematics, or related discipline; Ceritificate in Business Analysis a plus
Minimum of 10 years technical experience with at least 4 years relevant IVR (Interactive Voice Response) Technology experience
Thorough understanding of Genesys Voice Portal and Genesys infrastructure
In-depth knowledge of testing methodology, IT systems, SDLC (Software Development Life Cycle), and Industry Standard/Best Practices
Proficiency with MS Office Suite, Visio, MS Project, and requirements management tools
Knowledge relational databases; SQL DB and Oracle knowledge a plus
Excellent technical, analytical, problem resolution, and communication skills
Creativity. Drive. Growth.
At Sharp Decisions, we specialize in recruiting IT and business side professionals currently working at top-tier firms.
Our clients include high-profile and Fortune 500 companies in the fields of automotive, finance, healthcare, insurance, investment, software, travel / hospitality, and government agencies of all levels.
Our 22-year reputation of success is built upon knowledge, integrity, and trust, and our recruiting team works tirelessly to match candidates with clients to insure a perfect fit. Sharp Decisions offers contract, contract-to-hire, and full-time positions. If you have the passion and knowledge to bring to an expanding, dynamic global team, Sharp Decisions has opportunities for you.
Sharp Decisions is a Certified Woman-Owned Business Enterprise and an Equal Opportunity Employer.
For more information about our company and to see our other career opportunities, visit ****Sharp Decisions
El Segundo
Web: ****

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