Role Summary

We are seeking a highly skilled Voice & Contact Center Technology Specialist to manage, support, and optimize enterprise IT Service Desk voice platforms and contact center technologies. The ideal candidate will possess deep expertise in IVR administration, call routing, queue management, workforce capacity planning, and Contact Center as a Service (CCaaS) platforms, specifically Five9. This role will be responsible for ensuring effective call delivery, enhancing customer experience, driving voice automation initiatives, and supporting next-generation AI-enabled voice solutions. This aligns with internal requirements around IVR operations, skill-based routing, queue management, and Five9 administration

Key Responsibilities

Voice Platform & Call Routing Management
- Own end-to-end Service Desk call routing architecture.
- Design, maintain, and optimize call flows, routing logic, and queue strategies.
- Configure and manage skill-based routing models.
- Analyze call distribution patterns and improve routing efficiency.




- Troubleshoot call routing issues and queue performance bottlenecks.
- Manage inbound and outbound call flows across multiple support channels.

IVR Administration & Automation
- Design, build, and maintain IVR menus and call treatment flows.
- Develop and manage IVR prompts, announcements, and voice recordings.
- Optimize self-service capabilities and call containment strategies.
- Implement intent-based routing and voice automation use cases.
- Partner with AI/Conversational teams to integrate IVA, chatbot, and voice bot capabilities.

Queue & Capacity Management
- Monitor queue health, staffing alignment, and service levels.
- Analyze call volumes, abandon rates, hold times, and occupancy metrics.
- Recommend staffing and routing improvements based on forecasted demand.
- Work closely with Workforce Management (WFM) teams to optimize customer experience.

Five9 & CCaaS Administration
- Administer and support Five9 contact center platf

📌 Senior Technology Operations Analyst (Bengaluru)
🏢 Artech
📍 Bengaluru