MatchPoint Solutions is for candidates looking for a challenging career in a progressive company. MatchPoint and its clients are always looking for the qualified candidates, hiring directly out of top universities as well as experienced individuals from the industry.

Benefits of joining MatchPoint include:

  • Career and skill advancement
  • Competitive salary and benefits
  • Medical, vision & dental plans for employees & their families
  • Training Programs
  • Immigration assistance
  • Flexibility on projects
  • Vacation Time
  • Employee Referral Program
  • Bonus for business development
  • Retirement Plan
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IVR/Telephony Services

Location: Seattle, WA
Job # 11103845
Date Posted: 06-29-2018
Telephony Services is part IVR/telephony subject matter expert, part project manager, part best practices champion, and part continuous improvement advocate. This person will lead the Telephony/IVR practice and have a direct impact on the initial experience families will have when contacting A Place For Mom. You will engage in the overall Customer Care strategy and will help define how to provide the best customer experience while driving maximum efficiencies.

  • Share your passionate for designing world-class contact experiences.
  • Be resourceful and customer-focused, able to independently learn and break down complexity.
  • Apply your exceptional attention to detail to assess and recommend changes that improve process & people efficiency, maintain and supply accurate data and information, and support departmental and executive facing metrics.
  • Collaborate with business and technical teams to deliver results.
  • Apply business, industry, and technical knowledge to design, develop, and optimize IVR creation, management, and reporting.
  • Serve as a telephony/IVR subject matter expert, share and educate others on IVR/telephony best practices.
  • Lead the project planning, business and metrics requirement definition, project implementation, stakeholder communications, and final analysis efforts.
  • Coach direct employees and provide guidance to achieve maximum potential and expand their expertise.
  • Develop plans that support a continuous improvement approach, resolve challenges, and enable team success.
  • Take point for establishing and fine tuning dialer usage to ensure all current and future efforts are optimized for their best performance.
  • Interface with Supervisors and Managers as needed for escalation of service impacting issues; align internal projects with Customer Care strategies and initiatives.
  • Be able to manage multiple priorities and remain calm in a fast-paced, deadline-driven environment.
  • Apply analytical and problem solving skills toward identifying opportunities, resolving issues, and making decisions.
  • Be both strategic and execution oriented.
  • Qualifications
  • Demonstrated ability to gather and document business requirements and partner with technical teams to transform them into functional specifications and customer experience design artifacts.
  • Proven ability to use technology to scale programs and improve efficiencies.
  • 3+ years of experience with call center technology (e.g. WFM software and processes, IVR technology and telephony systems).
  • Previous experience reading, analyzing, and interpreting data for the purposes of establishing facts, monitoring progress, and identifying trends.
  • Proficient in Microsoft Office products (Excel, Work, PowerPoint, Access).
  • Proficient in My SQL.
  • Bachelor's degree or 10+ years related work experience.
  • Experience with Five9 telephony platform is desired.
  • Experience with chat platforms and/or supporting technologies is desired.

Ran Huynh
Technical Recruiter | MatchPoint Solutions | Office: 925-829-4077 9-5PM PST | Email:
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