Technology Liaison - IVR UAT

Are you passionate about technology and customer experience? Do you possess strong analytical and problem-solving skills? If so, MetLife is seeking a highly motivated and detail-oriented individual to join our team as a Technology Liaison for IVR UAT. In this role, you will play a pivotal role in ensuring the successful implementation and testing of our Interactive Voice Response (IVR) system. As a key liaison between technology teams and business stakeholders, you will have the opportunity to make a significant impact on the overall customer experience. We are looking for a self-starter who is able to work independently and collaboratively, with a strong understanding of IVR technology and an ability to communicate complex concepts to non-technical audiences. If this sounds like you, we would love to hear from you! Collaborate with cross-functional teams to gather business requirements and translate them into technical specifications for IVR system implementation. Design and execute test plans to ensure the functionality and performance of IVR system meets business needs. Identify and troubleshoot technical issues during IVR testing and work with technology teams to resolve them. Serve as a subject matter expert on IVR technology and provide guidance and support to business stakeholders. Communicate project updates and progress to relevant stakeholders, including senior management. Conduct user acceptance testing (UAT) and provide timely and accurate feedback to ensure a seamless customer experience. Proactively identify areas for improvement in IVR system and make recommendations for enhancements or updates. Stay up-to-date on industry trends and best practices related to IVR technology and customer experience. Collaborate with customer service teams to gather feedback and insights on IVR system functionality and make necessary adjustments. Ensure compliance with regulatory requirements and company policies related to IVR system. Work independently and in a team environment to meet project deadlines and deliver high-quality results. Continuously monitor and assess the effectiveness of IVR system and make recommendations for improvements to enhance customer experience. Keep detailed documentation of IVR system implementation, testing, and any updates or changes. Train and support end users on IVR system functionality and troubleshooting. MetLife is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.