Elevance Health
Senior IVR Analyst (Marketing)
Elevance Health, Woburn, Massachusetts, us, 01813
Location: Elevance Health supports a hybrid workplace model (virtual and in-office) with PulsePoint sites used for collaboration, community, and connection. This includes remote work and 1-2 days in office per week.
The Senior IVR Analyst is responsible for serving as the liaison between the business and IT in translating complex business needs into application software.
How You Will Make an Impact
Primary duties may include, but are not limited to:
Serve as the primary point of contact for all IVR-related feedback, issues, requests and requirements from business and technical team members.
Collect, analyze, and document user feedback and requirements to understand and articulate business needs to the technical development team.
Facilitate regular meetings between contact center users and the product development team to discuss feedback, challenges, and potential enhancements.
Work closely with Marketing Managers to prioritize call scripts and enhancements based on user business strategy and objectives.
Develop and maintain comprehensive documentation of business and compliance requirements and end-to-end IVR process.
IVR production validation to ensure features and functionality are working as expected.
IVR liaison for Compliance and IT questions and research.
Lead systems documentation, monitor and manage IVR script development schedules and deliverables.
Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems.
Ensure communication and information flow between business and technology teams.
Minimum Requirements
Requires a BA/BS and minimum of 5 years of Contact Center and IVR Systems experience; or any combination of education and experience which would provide an equivalent background.
Preferred Skills, Capabilities, and Experiences
Knowledge of call flows and contact center operations
Proven ability to manage and prioritize multiple stakeholders’ needs and feedback
Experience working with Agile methodology
Experience working in a healthcare environment
Experience working with Genesys platform
The Senior IVR Analyst is responsible for serving as the liaison between the business and IT in translating complex business needs into application software.
How You Will Make an Impact
Primary duties may include, but are not limited to:
Serve as the primary point of contact for all IVR-related feedback, issues, requests and requirements from business and technical team members.
Collect, analyze, and document user feedback and requirements to understand and articulate business needs to the technical development team.
Facilitate regular meetings between contact center users and the product development team to discuss feedback, challenges, and potential enhancements.
Work closely with Marketing Managers to prioritize call scripts and enhancements based on user business strategy and objectives.
Develop and maintain comprehensive documentation of business and compliance requirements and end-to-end IVR process.
IVR production validation to ensure features and functionality are working as expected.
IVR liaison for Compliance and IT questions and research.
Lead systems documentation, monitor and manage IVR script development schedules and deliverables.
Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems.
Ensure communication and information flow between business and technology teams.
Minimum Requirements
Requires a BA/BS and minimum of 5 years of Contact Center and IVR Systems experience; or any combination of education and experience which would provide an equivalent background.
Preferred Skills, Capabilities, and Experiences
Knowledge of call flows and contact center operations
Proven ability to manage and prioritize multiple stakeholders’ needs and feedback
Experience working with Agile methodology
Experience working in a healthcare environment
Experience working with Genesys platform