IVR Specialist - 100% Remote
Full Time • Fully Remote - US
Join our innovative team and help us in shaping the future of Technology!
About Us:
VXForward is a leading technology solutions provider that helps to create a business value with innovative and cost-effective services across different industries.
Why Join Us:
Exciting Projects, Meaningful Impact
Continuous Learning and Growth
State-of-the-Art Technologies
Collaborative Team Environment
Make a Real Difference
Work-Life Balance
Responsibilities
About Us:
VXForward is a leading technology solutions provider that helps to create a business value with innovative and cost-effective services across different industries.
Why Join Us:
Exciting Projects, Meaningful Impact
Continuous Learning and Growth
State-of-the-Art Technologies
Collaborative Team Environment
Make a Real Difference
Work-Life Balance
Responsibilities
- This role will conduct a full audit of all current call flows, IVR configurations, and self-service tools in place today.
- Creation and execution of updated designs that align with business goals, compliance requirements, and modern member expectations.
- The individual will work closely with teams across member services, IT, operations, and compliance to define routing rules, establish business logic, and implement scalable, user-friendly journeys. This includes working directly within the Five9 platform to configure, test, and deploy call flow, IVR, and IVA updates.
- Key efforts will include identifying and launching new self-service features such as claim status updates, ID card requests, benefit lookups, and prior authorization tracking.
- The Specialist will partner with platform administrators and internal teams to ensure updates are implemented accurately and meet performance targets.
- This role will also provide detailed documentation of all flow designs, create training support, and monitor critical metrics including containment rate, handle time, abandonment, and transfer rate to guide ongoing improvements.
Qualifications:
- The ideal candidate has a minimum of five years of experience in contact center environments with a strong focus on IVR design, call routing strategy, and self-service implementation.
- Proven expertise in healthcare payer operations is required, with deep knowledge of member-facing interactions related to benefits, claims, billing, eligibility, and authorization processes.
- The candidate should have strong documentation and design skills using tools such as Lucidchart, Visio, or similar.
- The role requires a solid understanding of HIPAA and other compliance standards that apply to healthcare payers.
- The ability to translate operational and service goals into scalable, intelligent call flows is essential. The ideal candidate thrives in a collaborative environment and can work cross-functionally with technical and business stakeholders.
- Hands on experience translating call flows from Avaya to new platforms highly desirable.
Preferred Experience:
- Hands-on experience with the Five9 platform, including IVR Studio, IVA, ACD, and Admin Console is highly desirable.
- Familiarity with integrating IVR and IVA systems with CRM tools and claims platforms is a plus.
- Experience designing or optimizing Conversational IVRs and Intelligent Virtual Agents using natural language processing or speech recognition is preferred.
- Candidates with a strong understanding of omnichannel routing across chat, SMS, and voice will stand out, particularly those who have worked in environments using AI or data-driven routing to personalize member journeys.
VXForward is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce.
This is a remote position.
About Us
Who Are We
We have been dedicated to ensuring our clients’ projects are delivered on-time and on-budget, helping them find the best talent, and maximizing their enterprise technology investments. In order to be successful, we look for self-motivated, proactive professionals that are able to meet unexpected challenges, change when needed, and work independently as well as part of a team.
Our Mission
Our mission is to assist our clients in the establishment of effective organizational infrastructure and implementation of Business Process Management and to become the leading provider of integrated business and software solutions to transnational corporations.
What We Do
VXForward specializes in developing and implementing Information Technology Solutions and Support Services which deliver high value to our customers. Our skilled team of professionals assists our customers/partners by integrating technology that best fits their business needs.
Our History
It has been a privilege to work with our current clients and it would be a pleasure to talk with you about where your organization needs to go next. The first step is engaging and involving your talented leaders. We would love to play an important role in making that happen together. The company’s leadership team consists of executives with deep industry experience and long track records of successful project delivery.
Careers
At VXForward our employees are faced with projects that are both demanding and challenging. The opportunities that VXForward affords to our employees to think critically and engage their creativity, while advancing their growth and development, is a reward in itself. Our primary mission here at VXForward is fostering an environment where our employees are motivated to break barriers and conceptualize ideas that support our customers’ goals of getting their products ready to market.Whether you are looking for a full-time position within VXForward offering growth opportunities or to work on a consulting/contract basis on interesting and challenging engagements for one of VXForward clients, come join the VXForward team!
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