IVR Containment Specialist

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People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Program Specialist Services professionals provide project-based support services within centers. These professionals support the delivery and execution of our key projects with specialized services.

Job Description

The purpose of this role is to support the contact center team, delivering high caliber customer service to the client by working with a business analyst, or other non-technical staff, to explain the interactive voice response (IVR) design and operations.

The IVR Containment Specialist will work with the client and provide all levels of support as necessary. The individual is a point of contact for the client and acts as a point for escalation for technical issues, manage issues and implement solutions.

Main Responsibilities/Accountabilities:

  • Working within multiple teams to execute project deliverables
  • Ability to demonstrate credibility to work alongside client and team leaders
  • Evaluate Cisco call logs and call flows
  • Support team to achieve results with the highest possible standard of quality and delivery
  • Maintain flexibility regarding requests and actions assigned to meet the needs of the client
  • Ensure reports are delivered accurately and timely in accordance with the statement of work

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