• Sr. IVR Engineer

    ID
    2019-9840
    Category
    Engineering
    Position Type
    Full-Time
    Location : Location
    US-TX-Lewisville
  • About Blackhawk Network:

    Blackhawk Network Holdings, Inc. is a global financial technology company and a leader in connecting brands and people through branded value solutions. Blackhawk platforms and solutions enable the management of stored value products, promotions and rewards programs in retail, ecommerce, financial services and mobile wallets. Blackhawk’s Hawk Commerce division offers technology solutions to businesses and direct to consumers. The Hawk Incentives division offers enterprise, SMB and reseller partners an array of platforms and branded value products to incent and reward consumers, employees and sales channels. Headquartered in Pleasanton, Calif., Blackhawk operates in 26 countries. For more information, please visit blackhawknetwork.com, cashstar.comhawkcommerce.comhawkincentives.com or our product websites GiftCards.comgiftcardmall.comGiftCardLab.com and OmniCard.com.

    Overview:

    Design and build IVR’s as needed, Analyze logs and reports to identify areas of improvements to existing IVR’s.  Work with the business to qualify improvements and business changes affecting the IVR’s  

    Responsibilities:

    • Designs, Develops and modifies IVR’s as directed
    • Stays current on trends and developments and best practices in area of expertise
    • Works with the team to develop call flows
    • Analysis of IVR logs to determine issues and refinements

    Qualifications:

    The ideal candidate should be an ambitious, proactive, and resourceful technical talent possessing significant knowledge and experience in IVR development and maintenance. They must have excellent listening and communication skills with the ability to build relationships with stake holders and clients.

     

    • 4 year college degree
    • 5 plus years of post-graduate work experience in building IVR’s,
    • Experience with VXML and Java script is very helpful
    • Experience with Genesys/Interactive intelligence handlers is very helpful
    • Call Center experience with knowledge of queuing theories, work force scheduling, GOS delivery and call center reporting is a plus
    • Ability to create IVR call flows which will be used as requirements for building or modifying the IVR
    • Telecommunications experience including Telecom trunking, call routing, 800 number features, ACD’s, PBX and Voice over IP is a plus
    • Experience with reporting environments such as Business Objects and fluency in SQL is a plus.
    • Experience with Voice Recognition is a plus
    • Ability to work both independently and in a team environment
    • Ability to set priorities and be self-directed based on relative importance of job responsibilities with multiple concurrent projects
    • Ability to resolve complaints and concerns
    • Ability to foster a cooperative work environment
    • Ability to work in multi language and culture environment

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