IVR Workflow Optimization Consultant

1 week ago

solapur, India beBeeConfiguration Full time

Job Opportunity: Expert IVR Configuration SpecialistWe are seeking an expert-level consultant to configure, optimize, and enhance our IVR and workflow systems for a financial-services call center.The ideal candidate has deep hands-on experience designing complex IVR flows, dynamic routing logic, API integrations, and compliance-driven call workflows using Talkdesk Studio.Design, build, and optimize IVR / Studio flows, including multi-level menu structures and dynamic routing.Configure queues, skills, ring-groups, callback flows, SLAs, and call-handling automation.Integrate with CRM / case-management systems (API, webhooks, data actions).Build workflows for financial-services use cases such as payments, claims, status updates, collections, and compliance routing.Implement call recording, consent prompts, regulatory messaging, and audit-ready routing.Conduct testing, troubleshoot call logic, and provide technical documentation and handoff.Requirements:5+ years hands-on experience with IVR, Studio, routing, and CX platform configuration.Strong knowledge of call center operations, especially BFSI, collections, or financial-services environments.Experience with APIs, scripting, webhooks, and integrations (Data Actions).Expertise in call-flow logic, queue management, SLAs, and real-time metrics.Ability to work independently, deliver fast, and support U.S. business hours when needed.Nice to Have:Experience with PCI-compliant payment IVRs.Familiarity with Genesys/Five9/Amazon Connect.Previous work with asset recovery, loan servicing, or financial compliance flows.

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