The Genesys IVR Administrator is responsible for the design, development, configuration, implementation, and maintenance of Interactive Voice Response (IVR) and voice automation solutions within the DOL National Contact Center (NCC).
This role ensures delivery of 24/7 automated customer service capabilities, including IVR, voice recognition, and text-to-speech systems, enabling efficient self-service (Tier 0) and seamless integration with live agent support.
- Design and manage IVR systems: Develop and maintain call flows, menus, and automation using Genesys platforms.
- Configure call routing: Set up routing logic, queues, and integration with live agent support.
- Maintain IVR content: Update scripts, prompts, and messaging to ensure accuracy and compliance.
- Integrate systems: Connect IVR with CRM, databases, and backend systems for data capture and routing.
- Monitor performance: Track IVR metrics (containment, abandonment, transfers) and optimize call flows.
- Troubleshoot issues: Diagnose and resolve IVR, routing, and integration problems.
- Manage changes: Implement updates, testing, and releases with minimal operational disruption.
- Ensure compliance: Maintain adherence to security (FISMA/NIST) and accessibility standards.
- Document and report: Maintain system documentation and provide performance reports.
Education - Bachelor's degree in:
- Information Technology, Computer Science, or related field
- Equivalent experience may be considered
Experience - 5+ years of experience in:
- IVR development and administration
- Contact center technologies
- 3+ years working with Genesys platforms
- Experience with:
- Multi-channel contact center environments
- Large-scale, high-volume systems
Technical Skills - Proficiency in:
- Genesys Architect / Composer / Orchestration tools
- Call flow scripting and configuration
- Experience with:
- VoiceXML, SIP, telephony protocols
- API integrations and web services
- Familiarity with:
- Speech recognition and text-to-speech technologies
- CRM integrations
