IVR Specialist

• Full-Time

• Exam May Be Required

• Facilitate meetings with business users to capture business requirements for IVR system

• Manage and support an IVR portfolio consisting of 11 call centers, 6 IVR web applications, 7 IVR servers

• Support business analysts to translate business requirements and features into technical solutions for deployment

• Prepare flowcharts and visual representation of call flow to demonstrate call handling and routing

• Facilitate live IVR system testing to validate the functional requirements

• Configure, maintain, and troubleshoot Genesys platform for IVR, routing, virtual hold and Screen pops

• Setup custom reports, dashboards, and system alerts

• Coordinate with System Integrators for system setup, configuration, upgrades and security patches

• Manage user accounts, profiles, and privileges

• Utilize Service Desk software to create problem tickets, manage assigned workload and update assigned problem tickets with detailed resolution

• Conduct end user technical training and provide instructions as needed for IVR systems

• Interface with telephone service carriers to manage phone numbers and resolve issues related to Primary Rate Interface (PRI)

Minimum Qualifications

1. A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service) telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems, and one year of satisfactory full-time experience in the performance of analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications or closely-related electronics planning, electronics management, and/or electronics service environment; or 2. An associate degree from an accredited college including or supplemented by 12 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems and two years of experience as described in "1" above; or 3. A four-year high school diploma or its educational equivalent and three years of experience as described in "1" above; or 4. A satisfactory combination of education and/or experience equivalent to "1", "2" or "3" above. A college education may be substituted for experience on the basis of six months of experience as described in "1" above for each 30 semester credits of undergraduate college education including or supplemented by 6 semester credits in voice telecommunication (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems for a maximum of two years credit. However, all candidates must have at least a four year high school diploma or its educational equivalent and one year of the experience as described in "1" above. Special Note - Additional Requirements for Assignment Level IV To be eligible for placement in Assignment Level IV individuals must have, after meeting the minimum requirements, at least two additional years of full-time experience as follows: (1) As a Telecommunications Associate (Voice)-Assignment Level I, II, and III working for the City of New York; or (2) Performing analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications, electronics planning, electronics management, and/or electronics service environment, one year of which must have been specialized work in a consultative or supervisory capacity.

Preferred Skills

55a Program

Public Service Loan Forgiveness

Residency Requirement

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

Shortlist

• Experience Level: Experienced (Non-Manager)

• Category: Technology, Data & Innovation