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ASRC is looking for Sr IVR Engineer to support a federal contract.

Job Summary

The Interactive Voice Response (IVR) or CCaaS Lead Engineer will plan, design, track, and modify IVR-enabled telecommunications systems to meet the needs of clients.

Responsibilities:

• Oversees and supervises the work of the IVR design team.

• Hires and trains staff working on IVR technology.

• Conducts resource evaluations with Network Operations Manager.

• Communicates new requirements/changes in scope with Network Operations Manager

Duties/Responsibilities:

• Consults with clients to fully understand the goals of the Genesys Cloud system.

• Collaborates with clients to develop a plan to achieve stated system goals, providing end users with an efficient system that delivers timely and accurate responses using minimal verbal and keypad input.

• Conducts internal system tests, measuring the systems ability to quickly and accurately manage different scenarios of varying complexity.

• Plans and prepares flowcharts and other visual aids to demonstrate call handling and organization, providing maximum information resources in the shortest possible call time.

• Facilitates and conducts live customer testing; monitors results and identifies needed modifications and improvements.

• Repeats the testing procedure as needed and implements modifications.

• Periodically reviews the IVR system to determine whether user needs have changed and whether further enhancements or modifications are necessary.

• Maintains current knowledge of technological developments in the IVR field.

• Performs other related duties as assigned.

• Must have ability to secure a Public Trust

• Must be a U.S. Citizen

Requirements :

Required Skills/Abilities:

• Advanced understanding of IVR, Contact Center as a Service (CCaaS) and Genesys Cloud system technology and related telecommunications devices, networks, software, and systems.

• Extremely organized with excellent analytical, problem-solving, and planning skills.

• Excellent verbal and written communication skills.

• Proficient with Microsoft Office Suite or related software needed to create reports, flowcharts, and technical logs.

• Ability to lead team-based projects.

Education and Experience:

• Bachelors degree in Computer Science or similar telecommunications specialty required.

• At least 5 years of experience in call management systems and voice application design required.

Clearance Requirements:

• Must have ability to secure a Public Trust

• Must be a U.S. Citizen

ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.