TS Operations IVR / Voice Specialist

Provide proactive monitoring, incident and problem management, and event response for voice services supporting business operations across Genesys Cloud and/or NiCE contact-center environments; execute changes with appropriate governance and documentation (release/change discipline); maintain operational documentation/runbooks and contribute to continuous service enhancements; coordinate vendors/carriers as required; administer and troubleshoot IVR and voice services, call flows, routing, and supporting voice infrastructure. Lead incident communications involving IVR (bridge facilitation, timely stakeholder updates), participate in an on-call/escalation rotation, troubleshoot voice quality and signaling, track and report SLAs/KPIs, and follow security/compliance controls (access management, PII/PHI as applicable).