Develop and deliver an exceptional Contact Center and Systems experience
Lead the IVR /IVA systems experience throughout project and production lifecycle
Lead ad hoc teams to effective management of complex, cross-functional system opportunities and issues
Connect with leadership, business partners, and technical partners on progress against strategy
Lead medium to large IVR and Voicebot / Voice Assistant experience initiatives
Evaluate, deliver, and contribute to the design of strategic solutions and architectural direction
Build, own, and/or approve IVR /IVA user experience documentation
Define and communicate prioritization based on customer and business partner input
Prepare communications for executive and business sponsor audiences
Mentor and provide tactical direction of strategy

Bachelor's Degree Quantitative major or discipline (Preferred)
3-5 years of wireless experience, within or supporting Care or Retail
2-4 years of analysis or systems production support, including Problem Management
1-2 years of people leadership or business process management
Proficient in MS Office Suite and Lucid
Prefer Experience in Speech Solutions, Omni-channel, NLUs, AI/ML, or Conversational Design
Desired Experience creating and developing support processes
Solid understanding of Call Center Technology and Infrastructure
Experience with software application development or support
Experience with Microsoft Copilot Studio & Dynamics 365
Linguistic expertise, both written and spoken, in English and Spanish
Certified Translator (ATA) preferred
Experience or growing competence in the use of Artificial Intelligence/GenAI

Systems Experience Manager – IVR

Key skills