Apex Systems · 4 hours ago
IVA / IVR Consultant
Franklin, WI
Full-time
Onsite
Mid LevelApex Systems is a world-class IT services company that serves thousands of clients across the globe. They are seeking a skilled IVR Consultant to join their dynamic team, responsible for configuring, managing, and optimizing the integration between Verint’s Workforce Optimization suite and Five9’s cloud contact center solutions.
Human ResourcesInformation TechnologyRecruiting
Responsibilities
Provide technical and strategic guidance on Five9 / IVR / IVA technology trends, design, development and documentation processes, including QA, maintenance support and data management, and call flow metrics collection and analysis
Responsible for the design, development and migration of on-prem call flows to cloud, utilizing Five9’s Studio, and developed as a data driven, highly configurable, low code solution
Work with business leaders from across all lines-of-business, to create consistency and continuity in IVR / IVA personas, capabilities and contact center interfaces, and call flow metrics
Integration Management: Configure and maintain the integration between Verint and Five9 platforms to ensure seamless operation
Quality Management: Utilize Verint Quality Management tools to monitor and improve contact center performance
Data Analysis: Analyze data from both Verint and Five9 systems to provide actionable insights for improving customer service
Technical Support: Provide technical support and troubleshooting for integration-related issues
Training & Documentation: Develop and deliver training materials and documentation for end-users and support teams
Collaboration: Work closely with product management, solutions consulting, and professional services teams to implement and support Verint and Five9 applications
Qualification
Required
Strong background in contact center technologies
Experience with Verint's Workforce Optimization suite
Experience with Five9's cloud contact center solutions
Technical and strategic guidance on Five9 / IVR / IVA technology trends
Design, development and documentation processes, including QA, maintenance support and data management
Call flow metrics collection and analysis
Design, development and migration of on-prem call flows to cloud
Utilizing Five9's Studio
Creating consistency and continuity in IVR / IVA personas, capabilities and contact center interfaces
Configuring and maintaining the integration between Verint and Five9 platforms
Utilizing Verint Quality Management tools to monitor and improve contact center performance
Analyzing data from both Verint and Five9 systems
Providing technical support and troubleshooting for integration-related issues
Developing and delivering training materials and documentation for end-users and support teams
Collaboration with product management, solutions consulting, and professional services teams
Benefits
Medical
Dental
Vision
Life
Disability
Other insurance plans
ESPP (employee stock purchase program)
401K program
HSA (Health Savings Account on the HDHP plan)
SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
Corporate discount savings program
Other discounts
On-demand training program
Access to certification prep
Library of technical and leadership courses/books/seminars
Certification discounts
Other perks to associations that include CompTIA and IIBA
Company
Apex Systems
Apex Systems, a division of On Assignment, provides organizations with IT staffing solutions to address gaps in their current workforce.
Founded in 1995
1001-5000 employees
H1B Sponsorship
Apex Systems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (28)
2024 (21)
2023 (35)
2022 (26)
2021 (29)
2020 (38)
Funding
Current Stage
Late StageLeadership Team
Roger Wahman
Chief Technology Officer - SVP
Andrea Schiola
Global Head of Technology Partnerships, SVP, Principal
Recent News
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