IVRS Manager (Interactive Voice Recording)
Title: Program Manager-IVRS
? Provide end-to-end IVRS support to program teams.
? Execute IVRS development process from kickoff to system go-live, ongoing system change control, and system closeout.
? Work with the internal stakeholders and IVR vendors to gather/develop/define study specific IVR requirements, develop implementation plans, and create / enforce the use of IVRS standards.
? Manage vendor performance and relationship(s) at the study level.
? Perform root cause analysis and identification of corrective/preventative actions, serving as a point of escalation for vendor issues.
? Monitors and analyzes system change requests and identifies corrective actions for utilization of standards.
? Development / Maintenance of relevant documentation, including applicable SOPs, job aids, and guidance documents.
? Process improvement activities.
? Training and education for stakeholders including developing or assisting in the development of reference and/or training material; may provide cross-functional internal and external communication as needed.
? 2 â 4 yearsâ experience in database design and development
? Demonstrated knowledge of IVR development processes
? Knowledge of databases, structure, & corresponding tools used to manage, extract, & report data
? Should have managed a team of Data Analysts, Content developers
Qualification: Bachelorâs / Masterâs degree in Computer Science