IVR Consultant
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Job Summary
We are seeking an experienced IVR Consultant to lead the design enhancement and optimization of Interactive Voice Response (IVR) and Contact Center solutions. The ideal candidate will possess strong expertise in call flow design routing strategies customer self-service channels and contact center technologies.
The candidate will collaborate with business stakeholders product owners architects and technology teams to deliver scalable customer-centric IVR solutions that improve customer experience increase call containment and optimize operational efficiency.
Experience with TD Contact Center environments is highly desirable.
Key Responsibilities:
Act as the Subject Matter Expert (SME) for IVR and Contact Center solutions with strong Java
Gather and analyze business requirements and translate them into IVR and routing solutions.
Design document and optimize call flows customer journeys routing strategies and self-service capabilities.
Collaborate with business and technology teams to enhance customer experience across voice and digital channels.
Support implementation and migration initiatives related to Contact Center platforms.
Define IVR menus prompts speech recognition NLU/NLP functionality and routing logic.
Conduct impact assessments and solution recommendations for new business initiatives.
Participate in Agile ceremonies including sprint planning backlog grooming story refinement and UAT support.
Support system integration initiatives involving CRM APIs databases and contact center platforms.
Assist testing teams with test scenarios defect triage and production validation.
Mandatory Skills: Interactive Voice Response (IVR) and Contact Center .
Experience: 5-8 Years .
The expected compensation for this role ranges from CAD 60/hr to CAD 70/hr .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them we need people inspired by reinvention. Of yourself your career and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
Wipro is committed to creating an accessible supportive and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities throughout the recruitment and selection process. Accommodations must be communicated in advance of the application where possible and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.
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About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
