Unified Communications Administrator

We are seeking an experienced Unified Communications Administrator with a proven track record in complex IVR enhancements, redesigns, and optimization to join our team. 
In this role, you will be responsible for administering and maintaining our Talkdesk platform, ensuring system stability, and driving continuous improvements to our IVR architecture to enhance both customer experience and operational efficiency.
 

We have two options for this position: candidates with hands-on experience in Talkdesk, or those with a strong background in IVR. If you have solid IVR expertise and a willingness to learn, this could be a great opportunity for you.

Required:

• 3+ years of hands-on Unified Communications Administrator  experience.
• Proven experience in complex IVR design, enhancement, and optimization.
• Strong understanding of call routing strategies, ACD, and contact center operations.
• Experience with IVR design tools such as Talkdesk Studio, Genesys Composer, or similar.
• Knowledge of API integrations and working with backend data sources.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong communication skills for translating business requirements into technical solutions.

Preferred:

• Experience integrating Talkdesk with Salesforce or other CRMs.
• Familiarity with speech recognition technologies and conversational AI in IVR environments.
• Knowledge of workforce management, call analytics, and quality monitoring tools.
• Customer-focused mindset with an emphasis on user experience in IVR design.
• Ability to balance technical precision with business priorities.
• Collaborative approach to working with cross-functional teams.
• Strong attention to detail and commitment to quality.

Responsibilities

• Serve as the primary administrator for the Talkdesk environment, including user provisioning, permissions management, and license optimization.
• Configure and maintain call routing, ring groups, queues, and other Talkdesk settings.
• Monitor system performance, troubleshoot issues, and coordinate with Talkdesk support for resolution.
• Manage integrations between Talkdesk and other enterprise systems (e.g., CRM, ticketing, analytics platforms).
• Maintain system documentation, configurations, and change logs.
  IVR Design & Optimization
• Lead the redesign and enhancement of complex IVR call flows to improve customer self-service and reduce call handling time.
• Develop, test, and deploy IVR menus, prompts, and routing logic using Talkdesk Studio or other IVR tools.
• Collaborate with business stakeholders to gather requirements and translate them into intuitive, user-friendly IVR designs.
• Leverage call analytics to identify bottlenecks, drop-off points, and improvement opportunities.
• Integrate IVR workflows with backend systems (e.g., databases, APIs) to enable dynamic, data-driven routing and personalization.
  Operational Support & Continuous Improvement
• Partner with Customer Support leadership to align IVR strategy with business objectives and service-level goals.
• Conduct periodic IVR audits to ensure accuracy, compliance, and optimal performance.
• Train internal teams on new IVR features, changes, and best practices.
• Stay current with Talkdesk product updates, emerging IVR technologies, and contact center best practices.