Highlights
This role ensures delivery of 24/7 automated customer service capabilities, including IVR, voice recognition, and text-to-speech systems, enabling efficient self-service (Tier 0) and seamless integration with live agent support. The Genesys IVR Administrator is responsible for the design, development, configuration, implementation, and maintenance of Interactive Voice Response (IVR) and voice automation solutions within a government contact center.
Numbers & Facts
| Location | Vienna, VA |
| Industry | Computer/IT Services |
| Company Size | 20 to 49 employees |
| Year Founded | 2008 |
| Website | https://itcon-inc.com/ |
Description
The Genesys IVR Administrator is responsible for the design, development, configuration, implementation, and maintenance of Interactive Voice Response (IVR) and voice automation solutions within a government contact center.
This role ensures delivery of 24/7 automated customer service capabilities, including IVR, voice recognition, and text-to-speech systems, enabling efficient self-service (Tier 0) and seamless integration with live agent support.
Experience
Equal Opportunity Employer
ITCON Services, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected class under applicable law.
This role ensures delivery of 24/7 automated customer service capabilities, including IVR, voice recognition, and text-to-speech systems, enabling efficient self-service (Tier 0) and seamless integration with live agent support.
- Design and manage IVR systems: Develop and maintain call flows, menus, and automation using Genesys platforms.
- Configure call routing: Set up routing logic, queues, and integration with live agent support.
- Maintain IVR content: Update scripts, prompts, and messaging to ensure accuracy and compliance.
- Integrate systems: Connect IVR with CRM, databases, and backend systems for data capture and routing.
- Monitor performance: Track IVR metrics (containment, abandonment, transfers) and optimize call flows.
- Troubleshoot issues: Diagnose and resolve IVR, routing, and integration problems.
- Manage changes: Implement updates, testing, and releases with minimal operational disruption.
- Ensure compliance: Maintain adherence to security (FISMA/NIST) and accessibility standards.
- Document and report: Maintain system documentation and provide performance reports.
- Bachelor's degree in:
- Information Technology, Computer Science, or related field
- Equivalent experience may be considered
Experience
- 5+ years of experience in:
- IVR development and administration
- Contact center technologies
- 3+ years working with Genesys platforms
- Experience with:
- Multi-channel contact center environments
- Large-scale, high-volume systems
- Proficiency in:
- Genesys Architect / Composer / Orchestration tools
- Call flow scripting and configuration
- Experience with:
- VoiceXML, SIP, telephony protocols
- API integrations and web services
- Familiarity with:
- Speech recognition and text-to-speech technologies
- CRM integrations
Equal Opportunity Employer
ITCON Services, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected class under applicable law.
About Company
Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be.
As a young, small, aggressive company, we attract some of the best minds in the consulting industry who possess an extraordinary ability to quickly adapt to and address our customers’ dynamic needs. We value and respect our employees, and work hard to foster an environment in which all team members are unconditionally committed to the highest standards of ethical behavior and professional integrity.
At ITCON Services, we strive to establish and maintain long-term relationships with customers and employees.