• Design and implement interactive voice response (IVR) workflows that improve the call experience • Partner with customer facing contact center teams to develop technical solutions • Develop and deploy contact center technical standards across virtual call center globally • Identify opportunities to leverage existing technology solutions and new technical solutions to improve customer, client, provider and agent experiences • Design and document technical solutions, including architectural documents, engineering design documents and operational documentation • Serve as an IVR escalation point • Develop standard operating procedures for support of technical solutions • Ensure adequate system capacity to support business growth projections • Oversee all IVR projects from inception to implementation and post cut-over support • Responsible for overall design, expansion, and enhancements of IVRs and call flows • Design and deploy new applications with other IT systems integration for other products • Develop applications that can retrieve data using various data sources and data types through internal ingestion systems • Collaborate across stakeholders including IT, Engineering, Product, and Vendor resources to successfully deliver projects • Use experience designing and deploying complex contact center solutions leveraging InContact CXOne platforms and technologies • Use InContact Studio, IEX, Thin Agent, MAX Agent, and DID configuration • Use Central, CXOne, and InContact's reporting and analytics tools • Use ability to integrate InContact platforms with other technology • Use voice-centric programming languages and industry standard call recording platforms • Design solutions that balance both customer's needs and aligns to IT's technology roadmap • Use understanding of supporting and troubleshooting complex, global VOIP deployments including SBCs, SIP trunking and multiple carriers