Accenture IVR Containment Specialist in Miami, Florida

Title: IVR Containment Specialist Location: USA Other Locations: USA-Southwest, USA-Southeast Job Number: 00511157

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Program Specialist Services professionals provide project-based support services within centers. These professionals support the delivery and execution of our key projects with specialized services.

Job Description

The purpose of this role is to support the contact center team, delivering high caliber customer service to the client by working with a business analyst, or other non-technical staff, to explain the interactive voice response (IVR) design and operations.

The IVR Containment Specialist will work with the client and provide all levels of support as necessary. The individual is a point of contact for the client and acts as a point for escalation for technical issues, manage issues and implement solutions.

Main Responsibilities/Accountabilities:

  • Working within multiple teams to execute project deliverables

  • Ability to demonstrate credibility to work alongside client and team leaders

  • Evaluate Cisco call logs and call flows

  • Support team to achieve results with the highest possible standard of quality and delivery

  • Maintain flexibility regarding requests and actions assigned to meet the needs of the client

  • Ensure reports are delivered accurately and timely in accordance with the statement of work


Basic Qualifications

  • HS Diploma or GED equivalent

  • Minimum 5 years of IVR design and development experience

Preferred Qualifications:

  • Minimum 5 years voice engineer experience with Cisco IVR, CVP and CVP Studio, UCCE, CUCM, Unity and Unity Connection, and Emergency Responder

  • Minimum 2 years XML scripting programming within IVR

  • Java development experience

  • Database and web service integration experience

  • Experience in documenting call flows using Visio

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Job: Business & Technology Integration