Interactive Voice Response Specialist, Telecom

Interactive Voice Response Specialist, Information Resources - Telecommunications and Network Infrastructure 

Why UT Southwestern?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we are looking for strategic thinkers who will help assure the security and compliance of UT Southwestern. With a career in our Information Technology department at UT Southwestern, you will be able to help with our mission to provide exceptional clinical care and create cutting-edge research programs as you grow your IT and security career. We invite you to be a part of the UT Southwestern team where you’ll discover a culture of teamwork, professionalism, and a life-changing career! 

Job Summary

The Department of Information Resources (IR) Telecommunications and Network Infrastructure is seeking an Interactive Voice Response Specialist (IVR) to join their team. This position works under general supervision of Information Resources Manager/Director and is responsible for the planning, development, modifications, and support of the computer-telephone and IVR systems to meet the needs of the clients at UT Southwestern Medical Center. This important role requires strong problem-solving skills, prioritization of work, and handling multiple responsibilities to include managing complex projects.

Experience and Education

Minimum Requirements

• Bachelor’s degree in computer science, business administration, basic sciences, or computer related field and three (3) years of experience working with and maintaining large database environments, including experience with MS SQL database manipulation required. 
• At least five (5) years of experience working in a customer service environment required.
• An equivalent combination of education and/or directly related experience may be substituted in lieu of the stated requirements.
• Must have some knowledge of the Genesys CTI platform.
• Genesys/Nuance certification and experience supporting a Genesys environment within an IT or Contact Center application preferred.

Specific Job Duties

• Designs, develop, implements, and evaluates existing or new IVR and MS SQL database program using different programming languages.
• Work with clinical, departmental, and hospital leadership teams on IVR project requirements.
• In addition, work closely with other IR teams, as needed, to ensure project success.
• Design and document IVR call flow diagrams using MS VISIO for review and approval by clinical, departmental, and hospital leadership teams.

Other Job Duties

• Responsible for the planning, development, modifications, and support of the computer-telephone and Interactive Voice Response (IVR) systems to meet the needs of the clients at UT Southwestern Medical Center.
• Designs, implements, and evaluates existing or new database applications and recommends improvements.
• Work closely with internal call centers and members to support issues related to Genesys Call Routing and IVR.
• Test the system internally for ability to deal with a variety of scenarios.
• Analysis of issues and trends to identify gaps (technical defects, processes, documentation and etc.).
• Periodically review the IVR system to determine whether needs have changed and whether further enhancements are necessary.
• Support issues related to Call Routing and IVR. 7. Participate in on-call rotation to provide support on a 24x7 basis.
• Lead Root Cause Analysis through engagement with internal and external stakeholders with focus on learning and continuous improvement.
• Lead and participate in change management when necessary.
• Monitor and create proactive notification within Genesys and Nuance application systems.
• Work with project leaders and advise on efficient usage of database files.

To learn more about the benefits UT Southwestern offers visit https://www.utsouthwestern.edu/employees/hr-resources/ 

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.