Detailed Job Description:
Should have experience in working in Telecom sector, ideally in IVR area particularly in conversational IVR area.
Should have experience in caller experience testing initiatives, identifying usability gaps and recommending improvements that enhanced customer satisfaction and self-service effectiveness Should have experience in analyzing call data and IVR system performance using SQL and analytics tools to uncover insights and guide data-informed product decisions Partner with developers, technical teams, and business stakeholders to implement voice application updates and optimize IVR call flows Reviews, analyzes, and evaluates information technology systems operations.
Determines user needs and requirements and recommends ways to improve systems.
Serves as primary point of contact between users and engineering development staff.
Identifies, documents, reports and tracks system issues.
Supports the process of translating business needs into formal technical requirement deliverables.