SME - Configuration Management (164457)

Job Summary

 4.P4 Voice Specialist - Service Desk Voice & IVR Operations (1 Position) Job Title P4 Voice Specialist Experience 7-10+ Years Role Summary Lead management and optimization of Service Desk voice platforms, IVR systems, call routing, contact center technologies, and AI-driven conversational solutions. This is an urgent and business-critical role supporting voice operations across the Service Desk environment. Key Responsibilities • Manage Service Desk IVR and telephony platforms. • Configure and maintain call routing strategies. • Manage queue routing logic and skill-based routing. • Monitor voice capacity and routing efficiency. • Maintain IVR menus and call flows. • Support CCaaS platform administration. • Troubleshoot voice platform incidents. • Collaborate with SD Operations, Engineering, Product Owners, and vendors. • Support platform upgrades and migrations. • Participate in incident and problem management activities. • Drive continuous improvement initiatives in customer call experience. • Support AI conversational flow deployment and optimization. Mandatory Skills • IVR platform administration. • Contact Center technologies. • Call routing and queue management. • Skill-based routing models. • Voice capacity planning. • Incident and problem management. • Vendor and stakeholder management. Preferred Skills • Five9 Platform. • CCaaS solutions. • AI Conversational Platforms. • ServiceNow integration exposure.

Key Responsibilities

P4 Voice Specialist - Service Desk Voice & IVR Operations (1 Position) Job Title P4 Voice Specialist Experience 7-10+ Years Role Summary Lead management and optimization of Service Desk voice platforms, IVR systems, call routing, contact center technologies, and AI-driven conversational solutions. This is an urgent and business-critical role supporting voice operations across the Service Desk environment. Key Responsibilities • Manage Service Desk IVR and telephony platforms. • Configure and maintain call routing strategies. • Manage queue routing logic and skill-based routing. • Monitor voice capacity and routing efficiency. • Maintain IVR menus and call flows. • Support CCaaS platform administration. • Troubleshoot voice platform incidents. • Collaborate with SD Operations, Engineering, Product Owners, and vendors. • Support platform upgrades and migrations. • Participate in incident and problem management activities. • Drive continuous improvement initiatives in customer call experience. • Support AI conversational flow deployment and optimization. Mandatory Skills • IVR platform administration. • Contact Center technologies. • Call routing and queue management. • Skill-based routing models. • Voice capacity planning. • Incident and problem management. • Vendor and stakeholder management. Preferred Skills • Five9 Platform. • CCaaS solutions. • AI Conversational Platforms. • ServiceNow integration exposure.

Skill Requirements

 P4 Voice Specialist - Service Desk Voice & IVR Operations (1 Position) Job Title P4 Voice Specialist Experience 7-10+ Years Role Summary Lead management and optimization of Service Desk voice platforms, IVR systems, call routing, contact center technologies, and AI-driven conversational solutions. This is an urgent and business-critical role supporting voice operations across the Service Desk environment. Key Responsibilities • Manage Service Desk IVR and telephony platforms. • Configure and maintain call routing strategies. • Manage queue routing logic and skill-based routing. • Monitor voice capacity and routing efficiency. • Maintain IVR menus and call flows. • Support CCaaS platform administration. • Troubleshoot voice platform incidents. • Collaborate with SD Operations, Engineering, Product Owners, and vendors. • Support platform upgrades and migrations. • Participate in incident and problem management activities. • Drive continuous improvement initiatives in customer call experience. • Support AI conversational flow deployment and optimization. Mandatory Skills • IVR platform administration. • Contact Center technologies. • Call routing and queue management. • Skill-based routing models. • Voice capacity planning. • Incident and problem management. • Vendor and stakeholder management. Preferred Skills • Five9 Platform. • CCaaS solutions. • AI Conversational Platforms. • ServiceNow integration exposure.

Other Requirements