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.

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)

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

Senior Manager, Contact Center Platforms – IVR Design

Key skills