Job Description :
VDart We are a Global Information Technology Services & Workforce Solutions firm headquartered out of Atlanta, GA with presence in US, Canada, MX, UK, Belgium, Japan & India. Founded in 2007, Our team of over 2550+ professionals continually create impact for our customers worldwide in solving complex technology challenges with cutting edge technologies. We specialize in providing the Fortune 1000 companies, niche hard to find skills in technologies including Social, Mobile, Big Data Analytics, Data Sciences, Cyber Security, IoT, Cloud, Machine Learning, and Artificial Intelligence. With delivery centers in the UK, Mexico, Canada, and India, we provide global workforce solutions to our customers covering EMEA, APAC & Americas. VDart is an award-winning organization recognized by Inc 5000 Hall of Fame; Atlanta Business Chronicle*s Fastest Growing Companies; NMSDC*s National Supplier of the Year; Ernst & Young*s Regional Entrepreneur of the Year and more. Job title: Contact Center IVR Developer Location: Fort Mill, SC Duration: Long Term Contract Job Description: Create, test, and deploy multiple IVR scripts with Nice InContact Studio. Evaluate the existing IVR structure and work with the team to suggest and implement enhancements to improve efficiency Reporting a variety of IVR metrics including but not limited to call containment, first call resolution and self-service engagement Have in-depth knowledge and working experience in Voice networks and the various elements (switching, signaling, intelligence network, messaging, directory, notification, etc. Strong experience with Real-Time Authentication & Fraud Prevention using Voice Biometrics integration for the existing IVR call flows with Cloud provider Design & develop the future for our contact center using cloud-based solutions (inbound / outbound, IVR, Workforce Management SIP,CTI Integration, Call Recording, Analytics) Demonstrate deep understanding of customer service domain, architecture and contact center platforms, tools and technologies (use of full suite of products such as NICE InContact, Cisco telephony, Nuance speech recognition) Demonstrate strong understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers Work with engineering teams to develop and apply reusable artifacts and frameworks, reference architectures, design, development, change management, release management, and QA best practices Build relationships with technical & business leaders and business decision-makers to enhance collaboration, information sharing, decision-making, and influence decisions Demonstrate deep understanding of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics Excel with evaluation of emerging Contact Center technologies Investigates complex technical issues and is expected to work with partnering personnel to resolve complex issues. Multitask across multiple projects of varying size and technical complexity; ability to focus on the details without losing sight of the bigger picture. Analyzes and resolves computer related problems by coordinating with in-house personnel to diagnose and fix operational difficulty, as well as consulting, advising and training on specialized features and functions Referral Program: Ask our recruiting team about how you can be a part of our referral program. If you refer a candidate with the desired qualifications and your candidate accepts the role, you can earn a generous referral fee. We want to hire the best talent available and are committed to building great teams and partnerships. We are Equal Employment Opportunity Employer. VDart Inc Alpharetta, GA Click here to Apply Follow us on Twitter for the hottest positions: @VDart_Jobs Follow us on Twitter: @vdartinc