Senior Manager, Contact Center Platforms – IVR Design

Job Description: • Create, manage, and optimize IVR flows across Portfolio, Conversion, Member Experience, and Hybrid use cases. • Design and maintain clear IVR flowcharts to ensure all IVR paths are visible, documented, and easily understood by stakeholders. • Manage dialers and outbound (OB) campaigns, ensuring alignment with business prioritization, compliance requirements, and operational capacity. • Own and maintain the structure of roles and permissions, including views, teams, routing attributes, hours of operation (HOO), and do-not-call (DNC) configurations. • Oversee and analyze interaction analytics to identify trends, performance gaps, and opportunities for optimization across IVR and agent-assisted journeys. • Produce ad hoc reporting to support leadership requests, operational decision-making, and cross-functional initiatives. • Develop and maintain process documentation for IVR logic, platform configurations, reporting workflows, and operational standards. • Partner with Operations, Technology, and Compliance teams to ensure contact center platforms support business objectives and regulatory requirements. Requirements: • 7-10 years of directly related work experience • Minimum of 3-5 years of experience supporting contact center platforms, IVR management, dialers, or interaction analytics. • Experience managing complex IVR call flows and outbound dialing strategies within a high-volume contact center environment. • Strong analytical skills with the ability to translate data into actionable insights. • Excellent written and verbal communication skills, with a strong emphasis on documentation and clarity. • Hands-on experience with NiCE Studio platform, or similar solutions. (Preferred) • Familiarity with interaction analytics, call routing logic, and outbound compliance standards. (Preferred) • Experience creating executive-ready reports and dashboards using tools such as Excel, Power BI, or Tableau. (Preferred) • Background in regulated environments (e.g., healthcare, financial services, or insurance). (Preferred) Benefits: • Affordable medical plan options • 401(k) plan (including matching company contributions) • Employee stock purchase plan • No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. • Paid time off • Flexible work schedules • Family leave • Dependent care resources • Colleague assistance programs • Tuition assistance • Retiree medical access • Many other benefits depending on eligibility Apply Now Apply Now