IVR Workflow Expert

1 week ago

bareilly, India beBeeSpecialist Full time

Key Roles and ResponsibilitiesAs a senior Talkdesk IVR Configuration Specialist, you will be responsible for designing, building, and optimizing complex Talkdesk workflows for a financial-services call center.Design and implement multi-level menu structures, dynamic routing logic, and API integrations to enhance customer experience.Configure queues, skills, ring-groups, callback flows, SLAs, and call-handling automation to meet business requirements.Integrate Talkdesk with CRM systems using APIs, webhooks, and data actions to improve workflow efficiency.Requirements:At least 5 years of hands-on experience with Talkdesk IVR, Studio, routing, and CX platform configuration.Strong knowledge of call center operations, especially in BFSI environments.Experience with APIs, scripting, webhooks, and integrations (Talkdesk Data Actions).Expertise in call-flow logic, queue management, SLAs, and real-time metrics.Deliverables Technical documentation and handoff to ensure seamless workflow transition.

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