IVR Engineer

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

Our IT Team helps in enabling Holiday Inn Club Vacations’ sustainable growth by elevating customer, team, and sales experiences; facilitating data (quality) access; and delivering proactive technology enablement.

We are looking for to hire an IVR Engineer for our India Technology Center - Experience in NICE InContact is preferred.

JOB TITLE: IVR Engineer

DEPARTMENT: Information Technology (India)

REPORTS TO: Director of IT

The IVR engineer will need to have a strong background in InContact and other Contact Center platforms, standards, and processes. They will need a strong background with the inContact platform, specifically in ACD administration and inContact Studio scripting, including the “Snippet language” and the inContact Proactive XS dialer system. Additionally required are strong communication skills and ability to facilitate technical discussions with non-technically inclined staff and vendors. A strong background in unit testing and user acceptance testing within an enterprise-level contact center is preferred.

Responsibilities

Participate in designing, maintain, and support the IVR platform for the company supporting our call centers and external communication with business partners.

Writing and proofing documentation for current and new call flows and business processes.

Create and maintain reporting structure leveraged by other departments and internal IT resources through SQL & SSIS

Consult on and assist with integrations from other systems to inContact.

Troubleshoot agent issues and connectivity issues.

Skills &Qualifications

Bachelor's degree or equivalent experience in Computer Science or related field

Experience: 5+ years

inContact ACD Design and Implementation

inContact IVR Design and Implementation

inContact Proactive XS (Strongly preferred)

Experience with API (REST/SOAP) integrations

Familiarization with TCPA, CFPB, PCI, and other Contact Center Compliance standards

NICE IEX WFM Administration Experience

SSIS and SSRS Experience

Call Miner/Clarabridge/Speech Analytics Experience

SQL Experience

Networking/Telephony Experience (Especially SIP)