“This position offers the opportunity to manage Virtual Call Center solutions (and) Interactive Voice Recognition (IVR) that are leveraged by claimants and employers to contact EDD,” the job posting says. “Additionally, you get a chance to implement newer technologies such as chatbot and artificial intelligence to simplify IVR call flows and reduce wait times to improve customer satisfaction.”
Desirable qualifications, according to the job posting and duty statement, include:
- Ability to prepare and present materials in a clear and concise manner to all levels of management, including executive management.
- Extensive experience in implementing Interactive Voice Response (IVR) systems such as Verizon Virtual Contact Center and Genesys, etc.
- Demonstrated experience establishing cooperative relationships with diverse business partners and other technical teams within the organization.
- Experience in planning, directing, mentoring and coaching technical teams related to network projects, maintenance, upgrades and hardware refreshes.
- Three or more years of practical experience working in a telecommunications environment managing or implementing newer call center solutions.
- Strong knowledge of .NET platform, web services and SQL databases.
- Experience in implementing chatbot, AI and IVR speech recognition to respond to customer queries in real time.
The position has a monthly salary range of $8,591 to $11,512, and the application deadline is Oct. 13.
