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IVR Specialist, Systems Analysis & Project Management


Roseland, NJ
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Job Details

Position Title: IVR Specialist, Systems Analysis & Project Management
Job Code: 427798
Job Location: New Jersey-Roseland

Prudential is seeking a highly-motivated IVR Specialist, Systems Analysis & Project Management to work closely with business and technical communities to implement IVR solutions to meet business objectives. This position leverages technical skills as well as exceptional project management, analytical, conceptual, and problem solving skills.


Excellent communication skills will allow you to partner with internal and external business, systems, management, and vendor groups. The environment is fast paced and provides excellent developmental opportunities if you’re up for the challenge.



  • Meet with business partners to review business requirements and understand the problem the business is trying to solve
  • Design and recommend the appropriate solution to best meet the requirement; identify gaps in business requests and follow with appropriate resources to clearly define full systems requirements; identify all impacted telephony systems; help to create business use cases, and document system requirements
  • Fully manage and define IVR projects; ensure complete costs and assumptions are documented and presented for each project, create & maintain: project plans while managing releases, requirements (VUIs and call flows), resources, schedules, estimates, and business expectations
  • Fully manage testing support for all IVR implementations and BC plans including:  develop test plans, define test use cases / scenarios, define expected testing results, highlight and address existing gaps or create new plans, proactively define improved processes, conduct quality acceptance testing, and document / evaluate results
  • Work with the business testing teams while developing and implementing test plans
  • Fully understand and support the value of the Standard Operating Procedure (SOP) documentation; enforce the integrity of the information ensuring it is relevant, complete, and accurate. Actively identify gaps and define, document, and implement processes to ensure standardization of approach across the team
  • Analyze and document existing call flows from network, through PBX, to answer (IVR or CSR)
  • Identify inconsistencies and recommend modifications to improve the (complete) customer experience
  • Fully understand, maintain, and support IVR infrastructure; troubleshoot issues, perform root cause analysis, recommend corrective action, and lead the resolution efforts; work as a liaison to the business and technical resources; make recommendations to improve the overall IVR customer experience
  • Adhere to the standard software development lifecycle processes used within the systems development organizations
  • Evaluate vendor proposals and provide recommendations for telephony technologies supporting contact center solutions
  • Perform related duties as assigned or requested
  • Take direct ownership and accountability, and act as a leader

  • Ability to manage complex technology projects
  • Ability to work with multiple internal and external groups (across multiple locations) to complete projects
  • Ability to simultaneously manage multiple projects and effectively prioritize work to meet all deadlines under tight time constraints
  • Ability to estimate project effort and duration with focus on continuous accuracy improvement
  • Ability to track and resolve issues through resolution
  • Ability to work within established processes and procedures with focus on continuous process improvement
  • Proficient in the use of Microsoft Office products (Project, Word, Excel, Power Point, Visio)
  • Strong interpersonal and communication skills (written and verbal)
  • Strong organizational skills, resourcefulness, and attention to detail, along with the drive for excellence
  • Self-motivated learner who, when faced with something new, will take the opportunity to fully understand it and take the initiative to become the Subject Matter Expert (SME)
  • Demonstrates a very strong desire to maintain our reliable reputation and strive to improve it by employing creativity, curiosity, and willingness to never stop learning
  • Possesses highly developed analytical, conceptual and problem-solving skills
  • Must enjoy solving complex problems and implementing creative solutions in a fast-paced dynamic systems environment
  • Knowledge of contact center operations and technologies preferred
  • IVR knowledge required
  • Telephony and multi-channel capabilities knowledge preferred
  • BS/BA in Telecommunications, Information Systems, Computer Science, Business, or equivalent work experience required
  • Team provides 24x7 support, off hours and weekend work required as needed

Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at for more information about doing business with Prudential.
Job Function: Information Technology
Schedule: Full-time
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