IVR Administrator

Los Angeles, CA /
Information Technology – Information Technology /
RECRUITING FRAUD ALERT: We have been made aware of unauthorized recruiting agencies or people impersonating Centerfield employees that have been posting fraudulent jobs on third-party sites. All of our open jobs are posted here on our official Careers page, official LinkedIn account, official Builtin LA Account, or official Indeed/Glassdoor pages, so if it’s not there, it’s not us!

Any outreach by our Talent Acquisition team will come from [@] centerfield [dot]com email domains.

Hi, We're Centerfield.
Super-powered customer acquisition. Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform, Centerfield acquires customers at scale for leading residential service, insurance, e-commerce and B2B brands. Centerfield’s digital experiences and digital brands, such as Business.com and BroadbandNow.com, reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and proud to be recognized as a Best Place to Work in Los Angeles.

The Opportunity...
The IVR Systems Admin will be responsible for the performance & experience of the overall IVR strategy & implementation for the contact center. Reliability and outstanding delivery are the cornerstones of expectations. This individual will work cross-functionally with various groups internally and externally. Working as an expert, the candidate must be comfortable collaborating and synthesizing analyses for the execution of business IVR needs. The position will be responsible for extrapolating data, developing queries, ensuring standardization of IVR experiences, leading projects that relate directly to the speech analytics platform, and making recommendations for the betterment of the company.

How You'll Contribute...

    • Ability to work independently, effectively manage time, prioritize tasks, and work within deadlines with little supervision.
    • Ability to recommend, strategize & implement A/B testing across Omni channels (Voice, Chat, SMS).
    • Collaborate with stakeholders and inform/influence revised IVR call flows based on best practices
    • Analyze APIs for integrations and ask necessary questions to the respective team and get detailed information
    • Automate Voice, Chat & SMS bots, leveraging various AI technologies
    • Provide consultation/architecting with next-generation IVR by recommending changes necessary to migrate from legacy touch-tone IVR to a Natural Language IVR.
    • Experience building call flows aligned with complex business requirements
    • Ability to determine opportunities through analysis of current or future trends
    • Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes
    • Clearly articulates thoughts and ideas in oral and written presentations
    • Contributes creative ideas to conduct a thorough analysis to estimate risk/reward
    • Assists other users with data analysis as needed

What We're Looking For...

    • Minimum 2 years prior work experience performing business, data, and/or statistical analysis.
    • 2+ years experience with CallMiner, Nexidia, NICE, Verint, Twilio FLEX, or other speech analytics package required
    • 2+ years of call center experience preferred
    • Highly disciplined self-starter with solid collaboration & communication skills
    • Advanced skills in Microsoft applications such as Excel (charts, formulas, macros), PowerPoint, and Visio
    • Orientation for detail, coupled with organizational and Project Management skills.

Life At Centerfield...

    • Competitive salary + quarterly bonus
    • Unlimited PTO – take a break when you need it!
    • Industry-leading Medical, Dental, and Vision plans + generous parental leave
    • 401(k) company match plan – fully vested on day 1
    • Outside patio overlooking Playa Vista + cabanas, fire pits, & working grills
    • Monthly happy hours, catered lunches + daily food trucks
    • Award-winning culture & unprecedented team spirit (featured in LA Business Journal & Built In LA)
    • Fully stocked kitchens with drinks & snacks
    • Break room fully stocked with games, workout equipment + weekly in-office exercise classes (yoga, kickboxing, & circuit training)
    • Free onsite gym + locker rooms
    • Paid charity and volunteer days (local mentor programs, adopt a pet, beach cleanup, etc.)
    • Monthly team outings (ball games, casino night, hikes, etc.)
    • Career growth – we enjoy promoting from within!
    • #LI-Hybrid
To learn more, visit us Here.
Interviews will take place after resumes have been screened for minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change. 

For more information about our collection, use, and disclosure of your personal information in connection with our evaluating your candidacy, please visit our Privacy Policy at https://www.centerfield.com/privacy-policy/.
Centerfield Media is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.