IVA / IVR Consultant

Job#: 3019127

Job Description:

Our great client has an immediate opening for a IVR Consultant. If you are interested please apply with resume to .

About the Role: We are seeking a skilled IVR Consultant to join our dynamic team. This role involves configuring, managing, and optimizing the integration between Verint's Workforce Optimization suite and Five9's cloud contact center solutions. The ideal candidate will have a strong background in contact center technologies and a passion for enhancing customer engagement through innovative solutions.

Key Responsibilities:Provide technical and strategic guidance on Five9 / IVR / IVA technology trends, design, development and documentation processes, including QA, maintenance support and data management, and call flow metrics collection and analysis

Responsible for the design, development and migration of on-prem call flows to cloud, utilizing Five9's Studio, and developed as a data driven, highly configurable, low code solution.

Work with business leaders from across all lines-of-business, to create consistency and continuity in IVR / IVA personas, capabilities and contact center interfaces, and call flow metrics.

Integration Management: Configure and maintain the integration between Verint and Five9 platforms to ensure seamless operation.

Quality Management: Utilize Verint Quality Management tools to monitor and improve contact center performance.

Data Analysis: Analyze data from both Verint and Five9 systems to provide actionable insights for improving customer service.

Technical Support: Provide technical support and troubleshooting for integration-related issues.

Training & Documentation: Develop and deliver training materials and documentation for end-users and support teams.

Collaboration: Work closely with product management, solutions consulting, and professional services teams to implement and support Verint and Five9 applications

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.