IVR and Telephony Senior Analyst

Overview

We are seeking highly capable and experienced Program Managers to drive the end-to-end delivery of features and functionality within our Next-Generation IVR and Telephony Routing initiatives. This role is critical in translating business needs into technical requirements, serving as a vital liaison between our business partners and technology teams. The successful candidate will be responsible for designing and documenting requirements for solutions leveraging cutting-edge technologies like Generative AI (Gen AI), Large Language Models (LLMs), Speech-to-Text (STT), and Text-to-Speech (TTS) to revolutionize our customer interaction capabilities.

This position requires hands-on experience in IVR and/or Telephony Routing environments, with a focus on delivering innovative and efficient features across multiple lines of business.

Core Objectives:

• Feature Ownership & Delivery:
  Own the end-to-end delivery of specific next-generation IVR and telephony features, from conception to deployment.
• Business-Technology Liaison:
  Act as the primary interface between business stakeholders and technology teams, ensuring clear communication and alignment on requirements and solutions.
• Requirement Design & Documentation:
  Drive the design and comprehensive documentation of detailed technical and functional requirements for new IVR and telephony capabilities.
• IVR Self-Service Enhancement:
  Deliver features that accelerate customer adoption of AI-powered IVR self-service and improve containment.
• Intelligent Routing Implementation:
  Implement and optimize routing features to enhance efficiency and customer resolution.
• Customer Experience Innovation:
  Deliver features that transform the voice channel experience through personalized, AI-driven interactions.

• End-to-End Feature Delivery:
  • Manage the full lifecycle of IVR and telephony feature development and deployment, from initial concept and requirements gathering through testing, launch, and post-implementation monitoring.
  • Ensure features meet business needs, deliver performance consistent with targets, and align with the overall next-generation IVR strategy.
• Requirements Management:
  • Collaborate extensively with business stakeholders (e.g., Credit, Collections, Customer Service, Fraud, Core Operations) to elicit, analyze, design, and document detailed functional and non-functional requirements.
  • Translate complex business problems into clear, actionable technical specifications for technology teams, with a strong focus on Gen AI, LLMs, STT, and TTS integrations.
• Liaison & Communication:
  • Serve as the primary communication bridge between business partners and technology development teams, ensuring mutual understanding and alignment throughout the project lifecycle.
  • Facilitate workshops and meetings to gather requirements, resolve conflicts, and drive decision-making.
• Project Coordination & Monitoring:
  • Coordinate project tasks, track progress against timelines, and manage dependencies to ensure timely and successful feature delivery.
  • Monitor post-launch feature performance, gather feedback, and identify opportunities for continuous improvement and optimization.
• Technology & Vendor Engagement:
  • Work closely with internal technology teams and external vendors to assess technical feasibility, identify solution options, and ensure successful implementation.
  • Contribute to the evaluation and selection of new technologies and platforms, particularly those related to advanced AI in voice.
• Risk & Issue Management:
  • Identify, escalate, and help mitigate risks and issues related to feature delivery, including production incidents, in collaboration with Technology and Operations.

• Minimum of 3-5 years of direct experience in IVR or Telephony Routing roles, demonstrating a strong understanding of contact center operations, call flow design, and routing logic.
• Proven experience as a liaison between business and technology teams, with a track record of designing and documenting comprehensive requirements for complex systems.
• Hands-on experience or strong understanding of modern IVR technologies, including integration with Generative AI, Large Language Models, Speech-to-Text (ASR/STT), and Text-to-Speech (TTS) capabilities.
• Experience with Cisco and Avaya telephony platforms is highly preferred.
• Demonstrated ability to manage the end-to-end delivery of features and functionality across multiple lines of business.
• Strong analytical and problem-solving skills, with an ability to translate strategic goals into tangible, actionable requirements.
• Excellent communication, negotiation, and stakeholder management skills.
• Proactive, organized, and detail-oriented, with a proven ability to thrive in a dynamic, fast-paced environment.

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Job Family Group:

Product Management and Development

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Job Family:

Digital Product Management

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