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Sprint IVR Customer Experience VUI Design Technical Project/Program Manager III in Norcross, Georgia

IVR Customer Experience VUI Design Technical Project/Program Manager III

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Date :

1-7-2020

Address :

6575 The Corners Pkwy

Location :

Norcross, GA US

Req # :

272482BR

Job Description :

Job SummaryManages all aspects of diverse, medium to moderately complex technical projects, including project planning, execution, timing, functionality, quality, and cost. Manages budgets, invoices, and project timelines. Works across multiple teams and organizations to ensure project completion. Utilizes expertise and leadership skills to direct team members and to resolve issues to ensure project goals and requirements are met. Communicates with end-users to provide timely and accurate information and status updates.

  • Manages all aspects of multiple diverse, medium to moderately complex Speech and DTMF IVR design/customer experience projects, including project planning, execution, timing, functionality, quality and cost in a quickly changing environment.

  • Utilizes expertise and leadership skills to direct team members and to resolve issues to ensure project goals and requirements are met.

  • Communicates with end-users to provide timely and accurate information and status updates. Projects involve multiple disciplines in the Speech and DTMF IVR function.

  • Able to review and discuss complex requirements with business units and IT and relate them to Speech and DTMF IVR design solutions to IVR coding specifications.

  • Able to complete complex testing of design and identify issues and solutions to coding that is not meeting design specifications or customer experience expectations.

  • Serve as an advocate for the business and the customer to make sure business and customer needs are met by the functional/technical design.

  • Able to review data output from IVR analysis to determine next step solutions for design improvements.

  • Must be able to evaluate new technology solutions, gather business requirements associated to new technology and work with team to create IVR design solutions.

  • Will be required to review call flow to identify testing and production data to complete 100% testing validation.

  • Support Research on Production Issues and identify solutions when necessary.

  • Basic Qualifications

  • Bachelor's degree and four years related work experience or eight years related work experience post high school

  • Three years experience managing technical projects

  • Three years experience with reporting and budgets

Preferred QualificationsRequired Qualifications:

  • Experience managing IVR technical design projects and testing.

  • Knowledge in Visio IVR design solutions and technical knowledge of how IVRs are coded.

  • Knowledge of Excel and how to format and create reports for analytics

  • Expertise in Customer Experience Speech Solutions, Voice Biometrics, Omni-channel, or Visual IVR.

  • Basic understanding of Call Center technologies and the wireless industry.

At Sprint, we're more than just talk. We've changed the way people communicate, how they work and how they stay connected on the go. Sprint is widely recognized for developing, engineering and deploying innovative technologies, including the first wireless 4G service from a national carrier in the United States; offering industry-leading mobile data services, leading prepaid brands including Virgin Mobile USA, Boost Mobile, and Assurance Wireless; instant national and international push-to-talk capabilities; and a global Tier 1 Internet backbone. Behind every decision we make, there is a passion and drive to develop technologies to enhance and simplify our customers' lives.

Are you ready for the big time?

Sprint is a background screening, drug screening, and E-Verify participating employer and considers qualified candidates with criminal histories consistent with applicable law.

Equal Opportunity Employer/Disability/Protected Veterans.

Metro AreaUS-GA-Atlanta

Sprint is an Equal Opportunity Employer and has been recognized for its commitment to diversity and creating an inclusive workplace where all employees’ backgrounds, talents and contributions are valued. Sprint reviews applications for employment without regard to the applicant's race, religion, color, creed, gender/sex, gender identity, national origin, genetic information, ancestry, age, citizenship, marital status, sexual orientation, protected veteran status, disability or any other classification protected by Federal, state or local law. Sprint is a background screening, drug-free workplace.

Equal Opportunity Employer/Disability/Protected Veterans

If you are a qualified individual with a disability or a disabled protected veteran and need an accommodation or accessibility assistance to apply for one of our positions, you may submit a request by sending an email to careers@sprint.com or by faxing your request to 913-523-9980.

“Applicants have rights under Federal Employment Laws” Family and Medical Leave Act (FMLA) Poster; Equal Employment Opportunity (EEO) Poster; Supplemental Equal Employment Opportunity (EEO) is the Law Poster; Employee Polygraph Protection Act (EPPA) Poster; Pay Transparency Notice Poster; and the Philadelphia’s Fair Change Hiring Law Poster.

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