Ivr And Telephony Senior Analyst

Publix Serving (Civica)

Jacksonville, Florida, United States
Base: $125,600.00 - $188,400.00; bonus/equity: dis...
End-to-end feature ownership
Business-technology partnership
Ai-driven self-service acceleration
Drive the end-to-end delivery of features and functionality within our Next-Generation IVR and Telephony Routing initiatives

Job Summary

  • Drive the end-to-end delivery of features and functionality within our Next-Generation IVR and Telephony Routing initiatives.
  • Translate complex business problems into clear, actionable technical specifications with emphasis on GenAI, LLM, STT/ASR, and TTS integrations.
  • Own the full lifecycle delivery of next-generation IVR and telephony features, from concept through production deployment.

Matching Summary

Drive the end-to-end delivery of features and functionality within our Next-Generation IVR and Telephony Routing initiatives.

Salary

Base: $125,600.00 - $188,400.00; Bonus/Equity: discretionary and formulaic incentive and retention awards; Benefits: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs

Skills & Requirements

Must-have

  • End-to-end feature ownership
  • Business-technology partnership
  • AI-driven self-service acceleration
  • Intelligent routing optimization
  • Voice channel innovation

Nice-to-have

  • Contact center operations knowledge
  • Call flow design expertise
  • Emerging AI and voice platform adoption

Key Requirements

  • 3-5+ years of hands-on experience in IVR or telephony routing
  • Experience as a business-technology liaison
  • Strong understanding of modern IVR ecosystems
  • Proven ability to deliver features across multiple lines of business

Work Rights

Not specified

Tailored Resume

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