IVR Call Flow Specialist

Adecco is the world leader in the staffing industry. We offer employment opportunities at any stage of your professional career. We offer both temporary and full-time opportunities as well as benefits including paid Holiday*s, 401(k), Insurance Benefit Plans, and Anniversary bonus*. Adecco Technical is an Equal Opportunity Employer.

Milwaukee Adecco Technical currently has an IVR Call Flow Specialist position.
Summary:
The IVR/Call Flow Specialist?s role is to work with telecommunications team to manage the call center technology and implement solutions. This individual will serve as the expert on the Cisco Customer Voice Portal platform. This individual will provide a strong functional link to the Service Delivery business unit.

Essential Duties and Responsibilities:
? Develop and deploy interfaces, call flows and speech solutions.
? Access the capabilities and limitations of the applications and technologies and recommend alternatives and solutions
? Provide guidance for business decisions from a technical perspective on such issues as performance, scalability, reliability, and security
? Collaborate with the telecoms team to write design specifications
? Create and maintain documentation as it relates to solutions, recommendations, processes, and service records.
? Interpret and analyze business requirements to identify risks and design appropriate solutions
? Develop, implement and maintain policies, procedures, and associated training plans for Cisco Customer Voice Portal, usage, and disaster recovery.
? Analyzes user and business requirements; determines appropriate technical approach and develops specifications for implementation of various applications with particular emphasis on Voice Portals.

Required Skills:
? 2+ years experience in IVR design and development
? 2+ years experience in VoiceXML IVR technologies
? 2+ years experience in Cisco CVP
? J2EE, .NET, JSP, ASP, Perl, XLM
? 1+ year experience in Audium development
? Ideal candidate will have experience with ScanSoft
? Strong interpersonal, written, and oral communication skills
? Highly self motivated and directed, with keen attention to detail
? Proven analytical and problem-solving abilities
? Able to effectively prioritize tasks in a high-pressure environment
? Strong customer service orientation
? Proven ability to manage multiple projects simultaneously with associated deadlines




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