LawnStarter is hiring a
IVR Specialist

Summary

Join LawnStarter as an experienced IVR Specialist to manage and optimize our Five9 contact center and AWS Connect platforms. This role involves designing call flows, collaborating with stakeholders, providing technical support, and ensuring solutions are scalable, secure, and compliant. The position is fully remote.

Requirements

• Proven experience working with Five9 and AWS Connect or similar cloud-based contact center platforms with at least 3 years of experience
• Strong understanding of call center operations
• Proficiency in configuring and customizing the Five9 and AWS platforms, including IVR scripting, call routing, and reporting
• Hands-on experience with AWS services, specifically AWS Connect, and Five9
• Experience in designing and implementing AWS Cloud contact center solutions

Responsibilities

• Managing the setup, configuration, and administration of Five9 and AWS Connect contact center platforms
• Designing and implementing call flows, IVR scripts, queues, and routing strategies to enhance call handling and improve customer experience
• Providing technical support and troubleshooting issues related to the Five9 platform and AWS Connect
• Developing custom contact flows and IVR systems
• Monitoring and analyzing system performance, identifying areas for optimization
• Create detailed reports on IVR performance and usage using Five9 and AWS platforms as requested
• Analyze IVR performance metrics to identify areas for improvement and make necessary adjustments

Preferred Qualifications

• Excellent problem-solving skills and ability to troubleshoot technical issues independently
• Strong communication and collaboration skills with cross-functional teams
• Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment
• Certifications in Five9 and/or Amazon Connect preferred. Knowledge of ZenDesk is a plus

Benefits

• Fully remote position: Work remotely from anywhere you want
• 8-10 USD hourly