Unit Manager - Technology Services/ IVR

Description and Requirements
Position Summary
One who has 6+years of experience and extensive knowledge of Interactive Voice Response-IVR Applications that support MetLife Global Customer Service and Operations, demonstrate experience with data analysis, project management, and stakeholder engagement. A business analyst for IVR systems should have a good understanding of IVR features and domain, as well as strong knowledge of industry best practices. Agility to keep himself updated with relevant technologies and can implement the same to decrease costs, increase performance and positively affect the bottom line. Responsible for understanding customer requirements, designing and routing strategies, and integrating call flows.
Job Responsibilities

Partner and collaborate with the businesses to gain a thorough understanding of thecontact center business and their vision to ensure IVR strategy aligns with overall service vision and strategies.

Responsible for documenting, reviewing andgetting approval of the business requirements for each feature. Help derive the desired user experience to improve customer experience and operational efficiency.

Prepare requirement documents such as BRD, FRD, User Stories, Mapping Sheets etc.

Support UAT Testing by helping define the UAT test scenarios, review UAT test cases and support UAT testing team.

Providing systems training to Business and End User.

Prioritize and resolve issues and defects through collaboration within the delivery team and across the organization.

Knowledge, Skills and Abilities
Education

• Bachelor's degree in Computer Science, Engineering, or related discipline

Experience

• 8+ years of experience with medium-to-large technology-based projects.

Knowledge and skills (general and technical)

• Exposure to IVR Applications.

• Expert understanding of technologies used in the IVR and telephony: Dialogue Design tools, Chat bot, Text to Speech, Speech Recognition, Toll Free Number Engineering, Automatic Call Distribution, Natural Language Processing.
• Expert understanding of benefits of IVR: Call Containment, Call Misdirects, User experience, Cost Savings, Average Handle/Call Time.
• Expert understanding of Agile Methodologies, Backlog grooming, Sprint Planning.
• Expert understanding of Collaboration Tools such as SharePoint, Microsoft Teams, Microsoft Power point, Microsoft visio.
• Excellent Communication, organization and planning skills.
• Stakeholder Management

• Should have experience in complete software development lifecycle using Agile and Scrum methodologies.
• Ability and desire to learn new skills and techniques.
• Excellent troubleshooting and communication skills .
• Work with cross functional teams to support worldwide solution.

Other Requirements (licenses, certifications, specialized training - if required)

About MetLife
Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
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