CCaaS Flow/Routing Specialist

Position Description:

The IVR & Routing Specialist is responsible for the design, development, implementation, and optimization of Interactive Voice Response (IVR) systems and intelligent call routing strategies within a Cloud Contact Center as a Service (CCaaS) platform. This role ensures seamless customer experiences, efficient call flows, and alignment with business objectives.

This role is critical in delivering seamless, efficient, and customer-focused contact center experiences through advanced IVR and intelligent routing solutions.

Your future duties and responsibilities:

. IVR Design & Development Build and maintain IVR call flows using CCaaS tools and scripting languages. Collaborate with business stakeholders to gather requirements and translate them into effective IVR solutions. Integrate IVR with backend systems (CRM, databases, APIs) for dynamic and personalized interactions.
. Routing Strategy Develop and optimize call routing strategies (skills-based, priority, geographic, etc.) to ensure efficient call distribution. Configure and maintain routing rules, queues, and agent profiles within the CCaaS platform. Monitor and analyze routing performance, making data-driven adjustments as needed.
. Platform Management Administer and configure the CCaaS platform, ensuring high availability and reliability. Work with vendors and internal IT teams to troubleshoot and resolve platform issues. Participate in platform upgrades, migrations, and new feature rollouts.
. Quality Assurance & Testing Conduct thorough testing of IVR and routing changes before deployment. Develop and maintain test cases, scripts, and documentation.
. Reporting & Analytics Generate and analyze reports on IVR usage, call routing efficiency, and customer experience metrics. Provide insights and recommendations for continuous improvement. Stakeholder Collaboration Work closely with contact center operations, IT, and business units to align solutions with organizational goals.

Required qualifications to be successful in this role:

. Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
. 3+ years of experience in IVR development and call routing within a CCaaS environment (e.g., Genesys Cloud, NICE inContact, Five9, Amazon Connect).
. Proficiency in IVR scripting languages and tools (e.g., VXML, JavaScript, CCaaS-specific designers).
. Strong understanding of telephony concepts (SIP, CTI, ACD, etc.).
. Experience with API integrations and backend system connectivity.
. Analytical mindset with strong problem-solving skills.
. Excellent communication and documentation abilities.
. Familiarity with compliance and security standards relevant to contact centers.

Preferred Qualifications

. Experience with speech recognition and natural language processing (NLP) in IVR.
. Knowledge of workforce management and omnichannel routing.
. Certifications in relevant CCaaS platforms.
. Project management experience.

Key Competencies

. Customer-centric mindset
. Attention to detail
. Adaptability to evolving technologies
. Collaborative team player
. Results-oriented approach

"CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $80,–$,. This role is an existing vacancy."

#LI-GS!

Skills:

• English
• Financial Services
• Implementation Management
• Software Architecture