Job Description
Day- to-Day:
One of our healthcare clients in hiring a highly analytical and technically skilled IVR & Contact Center Platform Designer to join their Contact Center Operations team. This role is ideal for someone who thrives at the intersection of technology, operations, and customer experience. The designer will own the creation and optimization of IVR flows, outbound dialing strategies, platform configuration, and interaction analytics-ultimately ensuring members have a seamless, efficient, and compliant experience. This is a great opportunity for a candidate who enjoys solving complex routing challenges, improving operational performance, and bringing clarity to technical processes through strong documentation. Ideal candidate looking for $45-55/hr
Responsibilities:
Design, build, and optimize IVR call flows across multiple business areas (Portfolio, Conversion, Member Experience, Hybrid).
Create and maintain clear, well-documented IVR flowcharts that make routing logic easy for stakeholders to understand.
Manage outbound dialers and campaigns, ensuring alignment with business priorities, compliance rules, and operational capacity.
Maintain platform configuration including roles, permissions, routing attributes, teams, hours of operation (HOO), and do-not-call (DNC) settings.
Monitor and analyze interaction analytics to identify trends, performance gaps, and opportunities to improve both IVR and agent-assisted experiences.
Produce ad hoc reports to support leadership requests and operational decision-making.
Develop and maintain documentation for IVR logic, platform configuration, reporting workflows, and operational standards.
Partner with Operations, Technology, and Compliance to ensure contact center platforms support business goals and regulatory requirements.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
Skills and Requirements
-Experience with NiCE Studio or similar IVR design tools.
-Hands-on experience managing complex IVR call flows and outbound dialing strategies in a high-volume environment.
-Strong analytical skills with the ability to interpret data and turn insights into action.
-Excellent written and verbal communication skills, with a strong emphasis on documentation clarity and structure. -NiCE is a very important Must Have
-Familiarity with interaction analytics platforms, call routing logic, and outbound compliance standards.
-Experience building executive-ready dashboards or reports (Excel, Power BI, Tableau).
-Background working in regulated industries such as healthcare, financial services, or insurance.
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