Telecom Solutions Project Manager (IVR)

Job DescriptionIn conjunction with Director, develops Call Center IVR project management standards, guidelines, procedures and ensures their complianceOversee and maintain IVR software, ACD systems and control records.Responsible for management and operations of multiple ACD/IVR supported contact center systemsManage relationships with vendors' services personnel for maintenance, monitor equipment repairs and purchases, and support of contact center systemsMaintain invoicing for IVR usage and project allocationsProject manage IVR system upgrades, uploads, backups and required changes for Call Center communication systemsParticipates in the configuration, scripting, supports IVR and third party software. To include integrated peripheral systems, and prepares high quality documentation including ICC routing scripts, IVR call flows, and test casesCreates and maintain Governance documentation for all Call Center municates changes and actions to C-suite level leaders along with other internal working groupsPoint of contact for vendors including incident and problem management.Facilitates and conducts live customer testing; monitors results and identifies needed modifications and improvements.Repeats the testing procedure as needed and implements modificationsRole may require weekend or night availability based on business needRequired QualificationsDevelops and executes requirements through research and fact-finding combined with a basic understanding of business environment, change impact, and user needsIndependently manages smaller projects end-to-end as assignedExperience configuring, administrating, maintaining, and troubleshooting IVRsProficient in MS Office including VisioExperienced in IVR system design1-3 years of Call Center analytics experience Strong analytical skills, adept data mining, data analysis and data presentationAbility to take initiative, seeks out root causes, and explains business performanceExcellent oral presentation skills with the ability to demonstrate clear communication skillsExcellent organizational skills and the ability to balance several on-going projects simultaneouslyCOVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred QualificationsDevelops and executes requirements through research and fact-finding combined with a basic understanding of business environment, change impact, and user needsIndependently manages smaller projects end-to-end as assignedExperience configuring, administrating, maintaining, and troubleshooting IVRsProficient in MS Office including VisioExperienced in IVR system design1-3 years of Call Center analytics experience Strong analytical skills, adept data mining, data analysis and data presentationAbility to take initiative, seeks out root causes, and explains business performanceExcellent oral presentation skills with the ability to demonstrate clear communication skillsExcellent organizational skills and the ability to balance several on-going projects simultaneouslyEducationHighschool Diploma or At least 1-3 years of experience in call management systems and voice application design requiredBusiness OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Created: 2025-11-15