- Design, implement, and manage advanced IVR solutions, including call flow design, speech recognition applications, and integration with backend systems to enhance customer experience and operational efficiency.
- Lead the strategy for IVR performance analytics, leveraging data-driven insights to optimize call routing, reduce call handling times, and improve customer satisfaction.
- Collaborate with cross-functional teams to ensure IVR solutions are seamlessly integrated with the Contact Center Salesforce/Velocity Service Platform enhancing overall system functionality and user experience.
- Oversee the IVR technology roadmap, including system upgrades, migrations, and new feature implementations, ensuring they align with the broader organizational goals and technology standards.
- Establish and enforce IVR security and compliance policies, in alignment with organizational standards and regulations, to safeguard customer data and ensure system integrity.
- Drive continuous improvement initiatives for the IVR platform, identifying opportunities for innovation and leveraging new technologies to enhance service delivery and operational efficiency.
- Manage vendor relationships related to IVR technologies, ensuring they meet service level agreements and deliver high-quality services that align with business needs.
- Provide expert guidance and training to team members on IVR system functionality, best practices, and troubleshooting techniques, fostering a culture of knowledge sharing and continuous learning.
- Conduct regular performance reviews and system audits of the IVR infrastructure to identify and address any issues proactively, ensuring high availability and reliability of the system.
- Maintain a productive working environment for operations and development teams.
- Be a strong advocate for a culture of quality across the team.
- BA/BS in Computer Science, Information Systems, or equivalent work experience
- 7 years of experience in programming analysis
- Programming languages experience
- Graduate Degree or equivalent experience
- Leadership experience, development teams
- Strong knowledge of IT Service Management principles
- Excellent verbal/written communication and collaboration skills and a strong work ethic
- Collaborate with cross functional teams to maintain efficiency, consistency and achieve successful implementation of system enhancement and maintain system health.
- Proficient in designing, developing, and optimizing IVR (Interactive Voice Response) systems, with a strong understanding of telephony standards, Voice XML, and speech recognition technologies.
- Expert-level programming skills in Java, with experience in developing and maintaining enterprise-level applications and integrations.
- Experience in IVR SAS integrations, with a deep understanding of integrating IVR platforms with SAS (Statistical Analysis System) for advanced data analytics and reporting.
- Demonstrated experience in the end-to-end design and implementation of complex IVR solutions, including call flow design, backend integrations, and user experience optimization.
- Deep knowledge of IVR platform architecture, including session initiation protocol (SIP), voice protocols, and network configurations.
- Experience with cloud based IVR solutions and integrating them with cloud services ensuring scalable and resilient system architecture.
- Ability to analyze and interpret IVR system metrics to drive continuous improvement and enhance customer experience.
- Experience in leading IVR projects, managing timelines, and coordinating with cross-functional teams to ensure successful delivery and operation of IVR solutions.
- Familiarity with regulatory and compliance requirements related to telephony and customer interaction systems, ensuring IVR solutions comply with legal standards.
- Strong troubleshooting and problem-solving skills in IVR systems, with the ability to diagnose and resolve complex technical issues efficiently.
- Experience working with technology and business partners to develop secure and scalable solutions.
- Experience working as an Agile/Technical Lead in an Agile environment.
- Very strong analytical and problem-solving skills
- Able to build strong relationships with and influence at the Director level of leadership.
- Able to build a sense of trust and rapport that creates a comfortable & effective workplace.
- Able to further community & elevate team performance.
- Brings a high-energy and passionate outlook to the role and has strong sense of ownership.
Expert Programmer Analyst - Oakland, United States - PG&E Corporation
Description
Requisition ID #
Job Category: Information Technology
Job Level: Individual Contributor
Business Unit: Information Technology
Work Type: Hybrid
Job Location: Oakland
Department Overview
Information Systems Technology Services is a unified organization comprised of various departments which collaborate effectively to deliver high quality technology solutions.
Position Summary
PG&E is seeking a highly motivated and knowledgeable individual to lead operations for mission critical contact center salesforce application platform. The candidate must be able to engage with business stakeholders, managed services operations team and IT leadership and provide the best in line operational experience for our end users.
PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. We would not anticipate that the individual hired into this role would land at or near the top half of the range described below, but the decision will be dependent on the facts and circumstances of each case.
A reasonable salary range is:
Bay Area Minimum: $129,000.00
Bay Area Maximum: $207,000.00
&/OR
California Minimum: $123,000.00
California Maximum: $197,000.00
This position is hybrid, working from your remote office and your assigned work location based on business need.
The assigned work location will be within the PG&E Service Territory.
Job Responsibilities
Qualifications
Minimum:
Desired: