Nuance Voice Recognition IVR System Operation Manager

Job Description

The Nuance Voice Recognition IVR System Operation Manager will work with internal and external stakeholders to define technical scope, collect technical requirements for our clients' VR IVR Service and project manage the development of work. The Nuance VR(Voice Recognition) IVR System Operation Manager will act as a single point of contact for the customer and become the liaison between the customer and internal technical team to identify, analyze, research and help design, operate VR IVR service.

• Work closely with Clients, Client Service Managers, Project Managers, Network Operations, Digital Optimization and Deployment teams to determine project and work flow requirements
• Assist in scope and Level of Effort (LOE) definition of Nuance VR IVR projects
• Work with business stakeholders to define project scope, objectives, requirements, tasks, milestones, and measures of success and customer satisfaction
• Represent PIC of Nuance technical service in client meetings for scoping, requirements and project updates. Resolve project, design, or resource issues before they cause schedule delays
• Provide project/operation progress reports to project team, stakeholders, and management
• Create aggregate project views and timelines for internal teams
• Manage defect tracking, risks, and open action items by project
• Oversee site immersion process, configuration build out and coordinating test documentation where appropriate
• Work with Cloud Contact Center Operations Group to support CMR (change management request) process, release process and work assignments for weekly release
• Maintain an attitude of commitment and exhibit responsibility for the needs of team members and external customers

Qualifications

• 3+ years’ hands on experience for Nuance VR IVR service
• 3+ years’ hands on experience for VR IVR service from any contact center solution
• 1-2 years' experience in a technical project management in a client-facing web environment; design/digital agency experience preferred
• Understanding of development process: development, testing, and deployment as well as work breakdown, dependencies, responsibilities
• Experience running and documenting effective meetings
• Attention to detail, and verbal and written communications for technical and non-technical audiences
• Familiarity with JavaScript, HTML, CSS, and other front-end web technologies. Hands on experience is preferred
• Experience using MS Excel to perform insightful analysis and MS PowerPoint to create proposals and presentations
• Excellent oral and written communication skills, including the ability to make an executive presentations and communicate technical ideas to non-technical audiences
• 5+ years intermediate level Java/J2EE experience
• 5+ Spring Framework, myBatis, Apache CXF Open Source experience
• Apache HTTP Server, Apache Tomcat, MS SQL Server Database experience
• Windows Server, Linux experience

• PMP or PMI Certification is a plus
• 2+ years hands on experience of Cisco IPCC, Avaya IPCC is a plus
• Information Architecture design is a plus
• Education: B.S. in Computer Science, Information Systems, or equivalent

Additional Information

All your information will be kept confidential according to EEO guidelines.