Carousel Industries

  • IVR Engineer

    Posted Date 2 weeks ago(3/9/2018 10:31 AM)
    # of Openings
    Job Location
    US-Virtual Office (US Based)
  • Company Overview

    Carousel Industries is one of the fastest growing IT companies in the US, poised for explosive growth. As a premier IT services firm, we offer an extensive portfolio of services and technologies that span the following areas: unified communications and collaboration, networking, data center, security, and cloud-based solutions. Through our partnerships with leading technology vendors—like Cisco, Avaya, Microsoft, HPE, and Fortinet, for example—Carousel offers innovative IT leadership, consultative, professional, and managed services to help our clients drive transformation within their organization.  Founded in 1992, Carousel serves more than 6,000 customers, including 35 of the Fortune 100. Carousel has been recognized by multiple publications and industry consortiums as a top technology integrator and managed services and cloud solution provider–including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, Carousel has more than 1,400 employees based in 27 offices–with three Network Operating Centers nationwide.

    We are searching for those who are fueled by an inner drive to make a difference and to push their professional and technical capabilities to the next level. If you are someone who wants to become the “go to person” or the “subject matter expert” in your field, then Carousel is the place for you. Ask Carousel employees what makes them stick around for five, 10, or 20 years, and they’ll tell you it’s the brilliant people with whom they collaborate and the opportunities for personal and professional growth.

    In addition to gaining a quantum leap in your technical IQ, Carousel is a fun place with a work hard / play hard mentality and an inspiring culture. Whether it’s assembling a team to compete in the next Tough Mudder or enjoying a summertime BBQ, Carousel employees consider their peers as family. To learn about our team and how you can be part of the Carousel family, find us at, Facebook, Twitter, and LinkedIn.






    Position Summary:

    The IVR Engineer will report to the Call Center Technology Director and be responsible for providing telephony support for multiple call centers from both a technical perspective and new product development and functional testing perspective throughout BCBSMA.  The candidate will need to have demonstrated production support, development, planning, testing, implementation and troubleshooting expertise in IVR, CTI, Auto Call Distribution, Automatic Call Recording and IVR applications inclusive of report creation and maintenance for IVR applications.  Associate will also write custom Cisco reports to support call center business needs.


    Major Responsibilities

    As a member of the Call Center Technology Team, the IVR Engineer will be responsible for the design, development, maintenance and new product evaluation/implementation of Call Center technologies and applications which will enhance customer satisfaction and call center system responsiveness/reliability. Key areas of responsibility will include IVR analysis, IVR/CTI scripting and routing, problem resolution, ACD programming and support, report creation and trend analysis and support / implementation of CTI applications.  

    The IVR Engineer is also responsible for writing custom Cisco call center reports to meet ad-hoc business needed.  Associate also mentors junior members of the Call Center team in the design/implementation of the call flows.  Along with Telephony team associate will troubleshoot problem reports and work with vendors to resolve the issue.  Associate will also provide support for other call center technologies like Verint call recording and NICE Workforce planning. 


    Associate is responsible for providing production support on a 7x24 basis.


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