Sutherland

1 day ago

Director, Infrastructure (Contact Center Business Analyst)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead infrastructure initiatives for contact center solutions by translating complex business requirements into technical system integration designs. Partner with customers, project management, and development teams to define IVR caller experiences (DTMF and speech-enabled), including call flows, dialogs, prompts, and grammars. Own post-IVR routing flows, troubleshoot implementation issues, and use UI performance metrics to improve caller experience, satisfaction, and transaction completion.

Location: Philippines

Workplace: Remote

Employment Type: Full time

Job Function: Business Operations

Seniority: Director level

Key Responsibilities

•Work with customers to understand business issues and translate needs into functional specifications for implementation.
•Analyze requirements and create detailed implementation designs, including defining testing and implementation procedures.
•Design IVR caller experiences for DTMF and speech-enabled applications, including UI elements like call flow, dialogs, prompts, and grammars.
•Partner with development teams to implement IVR design specifications and resolve issues that impact the IVR experience.
•Analyze UI performance metrics and recommend changes to improve client satisfaction and transaction completion.

Key Requirements

•More than 5 years of experience in IVR voice user interface design for conversational speech recognition and self-service solutions.
•Experience across contact center technology domains, including IVR and speech recognition standards, chat/conversational bots, CTI, interaction routing, outbound, workforce management, and call recording.
•Ability to write IVR voice UI design specifications with error recovery and universal help practices.
•Experience delivering full lifecycle new development projects from scratch, understanding both business and technical needs.
•Experience developing complex call flows for data-driven interactions and designing call steering and self-serve applications.

Experience:Contact centerIVRConversational speech recognitionSelf-service

Skills:AnalyticalProblem-solvingCommunicationCollaborationOrganizational skills

Languages:English

Tech Stack:IVRDTMFSpeech recognitionConversational AIChatConversational botsCTIInteraction routingOutboundWorkforce managementCall recordingSMSIVR caller experienceCall flowDialogsPromptsGrammars

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor

Loading job details...

Preparing the role view and application actions.

Sutherland

1 day ago

Director, Infrastructure (Contact Center Business Analyst)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Remote

Employment Type: Full time

Job Function: Business Operations

Seniority: Director level

Key Responsibilities

•Work with customers to understand business issues and translate needs into functional specifications for implementation.
•Analyze requirements and create detailed implementation designs, including defining testing and implementation procedures.
•Design IVR caller experiences for DTMF and speech-enabled applications, including UI elements like call flow, dialogs, prompts, and grammars.
•Partner with development teams to implement IVR design specifications and resolve issues that impact the IVR experience.
•Analyze UI performance metrics and recommend changes to improve client satisfaction and transaction completion.

Key Requirements

•More than 5 years of experience in IVR voice user interface design for conversational speech recognition and self-service solutions.
•Experience across contact center technology domains, including IVR and speech recognition standards, chat/conversational bots, CTI, interaction routing, outbound, workforce management, and call recording.
•Ability to write IVR voice UI design specifications with error recovery and universal help practices.
•Experience delivering full lifecycle new development projects from scratch, understanding both business and technical needs.
•Experience developing complex call flows for data-driven interactions and designing call steering and self-serve applications.

Experience:Contact centerIVRConversational speech recognitionSelf-service

Skills:AnalyticalProblem-solvingCommunicationCollaborationOrganizational skills

Languages:English

Tech Stack:IVRDTMFSpeech recognitionConversational AIChatConversational botsCTIInteraction routingOutboundWorkforce managementCall recordingSMSIVR caller experienceCall flowDialogsPromptsGrammars

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor