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Contact Center Systems (IVR) Administrator | Professional, Systems Administrator

This job posting is no longer active.

Toronto, ON, Canada
Job ID: 37740

Description


Contact Center Systems (IVR) Administrator | Professional Systems Administrator

Do you crave the creativity and freedom of a startup but the stability of a large, established company?
Are you seeking the autonomy to take risks, make decisions and drive business success?
Do you want to accelerate your career to the next level? 
 

Ingram Micro Cloud, a business unit of Ingram Micro, powers the world’s largest cloud marketplace, and is committed to helping our partners accelerate their digital business success by leveraging our hyperscale platform technology, infinite ecosystem of cloud solutions from the biggest innovators in the tech industry, and go-to-market support and resources to increase adoption and growth. With proven proficiency in SaaS, IaaS, IoT, security, and XaaS technologies, we invite visionaries to join our team and make an impact on this fast-growing industry. 

This role will be a part of a centralized Customer Support Governance team who will design, develop and implement the supporting functions within Customer Support.  The IVR Administrator will be responsible for directing, planning, organizing, and coordinating all aspects of the Support telephony system within the Customer Support department.   

This role will be responsible for partnering with each regional Support delivery team, to understand their needs, develop and implement system changes along with tracking change progress. 

Primary Responsibilities  

  • Administration of Support Contact Center.  Create call flows, route points, check system logs, Queue management and Script changes,  
  • Strong knowledge of configuration and implementation of IVR Framework. 
  • Strong knowledge on Omnichannel & Digital eServices (Email, Chat, SMS) 
  • Experience in leading/solutioning transformations for omnichannel CTI/IVR setup 
  • Responsible for analyzing, developing, and maintaining IVR and integration components 
  • Troubleshoot issues within IVR as they arise 
  • Maintain integrations with 3rd party solutions 
  • Create and maintain technical documentations on IVR instance 

Experience  

  • Strong analytical & problem-solving skills and demonstrated ability to be highly creative in formulating solutions 
  • Experience with chatbot and IVR technology 
  • Strong financial and business acumen with the proven ability to support the development of business cases. 
  • Strong technical and design subject matter expertise across multiple segments and LOBs 
  • Ability to effectively communicate technical information to non-technical users, and translate feedback from non-technical users into actionable configuration items 
  • Ability to prioritize user requests effectively and manage user expectations 
  • Ability to balance attention to detail with expeditious execution in a fast-paced environment Working 
  • Passion for driving exceptional customer experience 
  • 4+ years of experience as IVR Administration. 
  • BA/BS Degree or equivalent experience required. 
  • Excellent analytical, interpersonal and communication skills, with a demonstrable bias toward action. 
  • Strategic thinker with the ability to create and convey a holistic view of all things IVR to Ingram Leadership 
  • Ability to work through ambiguity and thrive in a rapidly changing business environment. 


Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer.  We are dedicated to fostering an inclusive and accessible environment where all associates are valued, respected and supported.  As such, we will accommodate disabilities during the selection process and will work with you to meet your requirements.

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