IVR SME

We are seeking an Interactive Voice Response (IVR) Subject Matter Expert (SME) with experience standing up Enterprise Service Desk (ESD) services and infrastructure. The IVR SME will capture the needs of the client and work with NICE SMEs to implement Contact Center Infrastructure (CCI) including systems and tools. The IVR SME must have experience with contact center telephony and implementation / configuration of commercial software solutions to meet customer requirements (e.g., workflows, track dialogues, computer telephony integration, etc.). The candidate will be assigned to support an ESD CCI implementation effort at Veterans Affairs (VA).Key Responsibilities

• Plan, design, implement, test, track, and modify IVR-enabled telecommunications systems to meet the needs of clients
• Consult with clients to fully understand the goals and business values of the IVR 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
• Configure Contact Center Infrastructure systems and components to ESD infrastructure services as specified by requirements / user stories
• Conduct internal system tests, measuring the systems ability to quickly and accurately manage different scenarios of varying complexity
• Plan and prepare flowcharts and other visual aids to demonstrate call handling and organization, providing maximum information resources in the shortest possible call time
• Facilitate and conduct live customer testing; monitor results and identify needed modifications and improvements
• Repeat the testing procedure as needed and implement modifications
• Periodically review the IVR system to determine whether user needs have changed and whether further enhancements or modifications are necessary
• Maintain current knowledge of technological developments in the IVR field
• Perform other related duties as assigned

• 10-years experience
• Bachelors degree in a technical field required (degree may be substituted with an additional 8 years of relevant experience)
• At least three years of experience in call management systems and voice application design required

• Advanced understanding of IVR technology and related telecommunications devices, networks, software, and systems
• Experience with large scale contact center telephony
• Experience in customization/CTI with contact center and/or ITSM solutions
• Experience with creation and version control of technical documentation and system diagrams
• Experience gathering requirements and engaging with clients
• Proficient with Microsoft Office Suite or related software needed to create reports, flowcharts, and technical logs.
• Ability to lead team-based projects
• Strong analytical skills, excellent written and oral communication skills, strong management ability, strong problem-solving skills

• Must be able to achieve a VA Public Trust clearance