Job Description :

Hope you''re doing great.

This is Shivangi with KPG99 Inc. . I have the following job opportunity of IVR Lead in Quincy, MA. Please see the job description below and let me know if you would be interested in it. You can either reply to this mail or call me at

IVR Technical Lead

Quincy, MA.

6+ Months

Skype OK

The IVR (Integrated Voice Response) Technical Lead is responsible for the analysis, configuration, management, planning and execution of the clients IVR/Call Center technology. The Technical Lead is accountable for delivering projects on time, within budget, and with high quality. This position focuses on designing the technology supporting the business Call Center groups today and in the future.


Provide technical architectural support of the IVR transition from an on premise "Genesys" One Voice system to Cloud Based IVR System.
Subject matter expert in IVR/ACD technologies
Perform analysis of complex voice process flows, natural language configurations, and reporting.
Work with Project manager to manage contracts and drive deliverable target dates throughout the project.
Manage system/design improvements in coordination with business and support vendors.
Ensure effective communications between the business, internal IT staff, and vendors.
Facilitate the definition of the project scope, milestones, tasks, deliverables and resource requirements.
Create roadmap for IVR/Contact center functionality based on assessment on business requirements.
Efficiently identify and resolve project issues.
Create strategies for risk mitigation and contingency planning.
Mentoring call center administration on best practices on call tracking, monitoring, management.
Ensure business inclusion throughout the management of the project schedule, project decision making, training, etc, ensuring all business needs are met.
Establish a communication strategy in partnership with the business and IT sponsors to effectively communicate project related information to team members, IT management, and customers throughout the project life cycle.
Manage and negotiate project scope changes, using change control procedures.
Ensure that assigned projects are conducted in compliance with all department standards, policies, and guidelines.
Coach, mentor, motivate and supervise project team members and other project managers.
Assist in developing training strategy and implementation for Contact Center employees.
Escalate issues that require executive attention.


Knowledge of IVR Call Center environments.
Knowledge and experience with cloud based IVR implementation.
Knowledge and experience using industry standard project management principles and methodologies delivered using various systems development life cycles.
Strong familiarity with project management software and MS Office.
Demonstrated experience in personnel management.
Ability to define, manage and exceed customer expectations.
Can operate at the macro level, driving large teams with multiple stakeholders but also has the ability to individually contribute to work products when required.
Strong intellectual curiosity and capacity for professional growth
Ability to effectively communicate and build consensus across various project stakeholders including, IT management, business customers, team members, IT Operations staff, and other IT colleagues and team members.
Perform with a strong sense of urgency.


BA/BS degree in Business, Computer Science or related field.
5+years direct work experience in a project management capacity.
Demonstrated track record of success at delivering IVR Call Center infrastructure and Call Center business feature projects on time, within budget, and with high quality, achieving project objectives.
Demonstrated experience in initial implementations and upgrades as well as experience with managing infrastructure improvement programs from inception through implementation.
Demonstrated experience managing vendor contracts and implementations.
Knowledge of cloud technologies.
PMP Certification helpful but not required.
Prior experience on projects with federal, state or local government is desirable, but not required.

Thanks and Regards,

Shivangi Singh | Team Lead | KPG99, INC

Certified Minority Business Enterprise (MBE)

Direct| |