HomeEquity Bank, a Schedule 1 Canadian chartered bank and the leading provider of reverse mortgages in Canada, is looking for an IVR System Analyst to manage and maintain its Interactive Voice Response (IVR) system. This role involves overseeing system performance, configuring call flows, updating scripts, troubleshooting issues, and ensuring smooth integration with other business systems.
Key Responsibilities
- System Monitoring and Maintenance: Ensure the IVR system operates optimally with regular monitoring for performance and uptime.
- Call Flow Configuration: Design and modify call flows to improve customer experience and meet business needs.
- Script Updates: Update IVR scripts, prompts, and menus based on business or customer feedback.
- Troubleshooting: Diagnose and resolve technical issues to minimize system downtime.
- Integration: Collaborate with IT, Customer Success, and Sales teams to ensure seamless system integration with CRM, telephony, and contact center systems.
- System Upgrades: Plan and execute system upgrades, including testing and deployment of new features.
- Reporting and Analytics: Generate and analyze reports on system performance and customer interaction data.
- Capacity Planning: Monitor traffic and plan for capacity upgrades as needed.
- Vendor Management: Coordinate with vendors for troubleshooting and system updates.
- Training and Support: Provide training and documentation for users interacting with the IVR system.
Required Skills and Experience
- In-depth knowledge of IVR platforms (e.g., Five9, NICE, Vonage).
- Experience with telephony protocols (SIP, VoIP, PSTN) and integration with IVR systems.
- Proficiency in IVR scripting languages (VXML, JavaScript, Python).
- Familiarity with databases (SQL, Oracle) for managing data through the IVR system.
- Strong problem-solving and troubleshooting skills.
- Understanding of call center technology and its integration with IVR systems.
- Project management skills for handling multiple IVR projects.
Why Work at HomeEquity Bank?
- Dynamic Culture: HomeEquity Bank is committed to inclusivity, professional development, and employee experience. Recognized as one of Greater Toronto’s Top Employers and Canada’s Most Admired Corporate Cultures.
- Growth Opportunities: The bank provides career development programs, educational assistance, and on-the-job training.
- Employee Recognition: Celebrate professional achievement through various reward programs and community leadership recognition.
- Perks & Benefits:
- Extended health and dental benefits
- Employee & Family Assistance Program
- Employer-matched Group Retirement Savings Plan
- Employee Share Investment Plan
- Wellness initiatives including virtual care and mental health benefits
- Corporate discount for GoodLife Fitness
How to Apply
HomeEquity Bank is committed to an inclusive and accessible workplace. If you require accommodation during the selection process, please inform the recruiter.
Apply now and join HomeEquity Bank in building the future of reverse mortgages!
APPLY HERE: