Director, Infrastructure (Contact Center Business Analyst)

📋 Description

• Bridge between business stakeholders and technical teams to translate complex requirements into
• Optimize data connectivity and improve business processes across enterprise applications.
• Collaborate with customers to understand issues and translate needs into functional specifications.
• Work with PM and Development teams to implement IVR design specifications.
• Design IVR caller experience for DTMF and speech-enabled applications.
• Design speech UI, including call flow, dialogs, prompts, and grammars to match requirements.

🎯 Requirements

• 5+ years IVR Voice User Interface design for conversational speech recognition and self-service
• Experience across multiple Contact Center technologies: IVR, speech, Chat, CTI, Routing, Outbound
• Proven ability to write VUI design specs with error handling and universal help.
• Experience on full lifecycle development projects from concept to delivery.
• Experience creating complex call flows with data-driven interactions and multi-channel routing
• Ability to design call steering and self-serve applications; strong analytical and problem-solving

🎁 Benefits

• All your information will be kept confidential according to EEO guidelines.