IVR​/IVA Operations Manager

An electric utility client is looking for an
IVR/IVA Operations Manager who will Support IVR/IVA operational activities and platform performance monitoring.

Position:IVR/IVA Operations Manager
Location:Rosemead, CA 91770 – Hybrid:
Onsite Tu & W
Pay Rate
: $83.20/hr. on W2
Duration
: 18 months or longer
Schedule:1stshift, M-F, 8:00 AM to 5:00 PM

• Support IVR/IVA operational activities and platform performance monitoring.
• Coordinate project plans, timelines, risks, dependencies, and stakeholder communications.
• Gather and document business requirements, acceptance criteria, and success measures.
• Facilitate release planning, testing, implementation, and operational readiness activities.
• Analyze customer journeys, call flows, containment rates, and conversion funnels to identify optimization opportunities.
• Coordinate with vendors, technology teams, Product Owners, and business stakeholders.
• Support issue resolution, production support activities, and ongoing service improvements.
• Maintain project documentation, process maps, governance artifacts, and knowledge management materials.
• Support budget tracking, invoice validation, forecasting, and contract-related activities.

• Bachelor’s degree
• 5+ years supporting customer-facing digital platforms, contact center technologies, IVR, IVA, chatbot, or conversational AI solutions.
• Experience with project management, stakeholder management, risk management, and delivery coordination.
• Experience gathering business requirements and defining acceptance criteria.
• Experience supporting testing, release management, operational readiness, and production support.
• Experience managing vendors and coordinating across multiple organizations.
• Excellent communication, facilitation, analytical, and organizational skills.
• Familiarity with NICE CXone or similar contact center technologies.
• Ability to translate business and operational requirements into actionable solutions

• Utility industry experience.
• Experience with customer service operations.
• Contact center transformation experience.
• Business process improvement and governance experience.
• Budget, purchase order, and vendor management experience.
• Customer self-service modernization experience

About our client
:
Our client is one of the largest electric utilities and a longtime leader in renewable energy and energy efficiency in the United States providing electricity for much of Southern California.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.