Optomi
Technical Voice Analyst / IVR Analyst
Optomi, Charlotte, North Carolina, United States, 28245
Technical Recruiter - Cloud and Infrastructure Recruiting at Optomi
Optomi, in partnership with a leading Fortune 500 energy provider, is seeking an IVR / Genesys Cloud Specialist for its Charlotte, NC location. This role will support the customer contact center technology team that handles over 32 million customer calls per year. The right candidate will have strong experience with Genesys Cloud Architect, IVR call flow design, and be bilingual in English and Spanish. This position offers the opportunity to play a key role in improving customer experience and optimizing the systems that support millions of customers across the U.S.
What the right candidate will enjoy!
A collaborative, innovative environment focused on improving customer experience through technology.
The chance to directly impact how millions of customers interact with the business every day.
Opportunities for growth and exposure to leading‑edge contact center technology.
A culture that values teamwork, safety, and continuous improvement.
Experience of the right candidate:
5+ years of experience with Genesys Cloud, including Architect and Bot call flow design.
Proven experience building and optimizing IVR call flows that enhance containment, authentication, and payment processing.
Strong background in IVR design, analysis, and testing.
Bilingual in English and Spanish.
Experience supporting or integrating IVR systems with CRM platforms (preferred).
Excellent communication, analytical, and documentation skills.
Comfortable working cross‑functionally with business, IT, and vendor teams.
Local to Charlotte, NC and able to work in a hybrid environment.
Responsibilities of the right candidate:
Design, implement, and maintain IVR call flows in Genesys Cloud Architect to improve self‑service options and customer satisfaction.
Monitor and analyze IVR performance, identifying areas for improvement and implementing system enhancements.
Work closely with IT, operations, and vendors to troubleshoot issues and support daily operations.
Gather and document business requirements for IVR improvements; create and execute test plans for new features and updates.
Partner with stakeholders to identify opportunities for automation and call deflection.
Stay current on contact center technology trends and recommend solutions that improve efficiency and customer experience.
Support business continuity and storm response efforts when needed.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Customer Service
Information Technology
Project Management
Industries
Computer and Network Security
Telecommunications
IT Services and IT Consulting
Benefits
Medical insurance
Vision insurance
401(k)
#J-18808-Ljbffr
What the right candidate will enjoy!
A collaborative, innovative environment focused on improving customer experience through technology.
The chance to directly impact how millions of customers interact with the business every day.
Opportunities for growth and exposure to leading‑edge contact center technology.
A culture that values teamwork, safety, and continuous improvement.
Experience of the right candidate:
5+ years of experience with Genesys Cloud, including Architect and Bot call flow design.
Proven experience building and optimizing IVR call flows that enhance containment, authentication, and payment processing.
Strong background in IVR design, analysis, and testing.
Bilingual in English and Spanish.
Experience supporting or integrating IVR systems with CRM platforms (preferred).
Excellent communication, analytical, and documentation skills.
Comfortable working cross‑functionally with business, IT, and vendor teams.
Local to Charlotte, NC and able to work in a hybrid environment.
Responsibilities of the right candidate:
Design, implement, and maintain IVR call flows in Genesys Cloud Architect to improve self‑service options and customer satisfaction.
Monitor and analyze IVR performance, identifying areas for improvement and implementing system enhancements.
Work closely with IT, operations, and vendors to troubleshoot issues and support daily operations.
Gather and document business requirements for IVR improvements; create and execute test plans for new features and updates.
Partner with stakeholders to identify opportunities for automation and call deflection.
Stay current on contact center technology trends and recommend solutions that improve efficiency and customer experience.
Support business continuity and storm response efforts when needed.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Customer Service
Information Technology
Project Management
Industries
Computer and Network Security
Telecommunications
IT Services and IT Consulting
Benefits
Medical insurance
Vision insurance
401(k)
#J-18808-Ljbffr