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IVR Analyst Job

Date: May 13, 2019

Location: MN - Roseville, US, 55113

Company: Xcel Energy

Location(s): CO - Denver; MN - Roseville; TX - Amarillo; WI - Eau Claire


Are you looking for an exciting job where you can put your skills, talents and education to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow?  A professional position at Xcel Energy could be just what you’re looking for.



Position Summary

An experienced contact center support professional responsible for defining and maintaining contact center applications using a variety of technologies that support multiple lines of business and initiatives.

This position is primarily focused on the IVR and the telephony environment, but may work independently or collaborate with a group in similar efforts to build solutions for a multitude of applications promoting self-service using a combination of automation and artificial intelligence. Key responsibilities include technical analysis, requirements gathering, design, development, acceptance testing and deployment of solutions as needed.

Secondary responsibilities include working closely with other subject matter experts to support various call routing and telephony initiatives, including administration of outbound dialing campaigns and upfront message updates. Participation in a 24x7 rotation to handle after-hours emergencies and technology deployments is also required.

Essential Responsibilities



  • Provide primary business support for the IVR as well as other self-service channels. This includes the entire enhancement life cycle, including but not limited to: collaborating with business partners to gather and define requirements, working with the technical team to translate business requirements into solutions, coordination of solution deployment with business and technical resources, designing and administering user acceptance testing, and evaluating effectiveness post-implementation.
  • Provide strategic and tactical recommendations for channel routing strategies that increase customer satisfaction or operational efficiency within regulatory obligations.
  • Provide channel routing recommendations and perform telephony changes that impact contact center operations and performance. These may include skill changes, upfront message administration, call flow updates, etc. to ensure callers are routed to the best resource to handle their inquiry. Troubleshoot related issues as appropriate, and communicate outcomes to impacted groups as necessary.
  • Manage and administer outbound customer contact campaigns, including validation that campaigns meet regulatory requirements and are effectively implemented. Provide call disposition reporting as required.
  • Provide support before, during and after escalated events as necessary. This includes participation in an on-call 24x7 rotation to handle after hours emergencies and technology deployments as appropriate.

Minimum Requirements




  • Ability to effectively communicate with both business and technical stakeholders.
  • Strong ability to utilize a variety of applications for the purpose of calculation of data and results.
  • Team player with the ability to react and quickly change tasks in an evolving environment.
  • A degree in Telecommunications, Business Administration, Information Technology, or equivalent work experience.
  • Available for 24x7 on-call support as needed.
  • Five years recent call routing experience in a contact center environment, or experience in a similar environment with the ability to learn quickly. Three years of experience with MS SQL or other query reporting tools.
  • Extensive experience with application development, IVR design, advanced call routing, and the use of Artificial Intelligence and Natural Language Understanding in an omni-channel routing environment are preferred.






As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.


Posting Notes:  MN - Roseville || CO - Denver; MN - Roseville; TX - Amarillo; WI - Eau Claire || United States (US) || Customer And Innovation || 66880:CC Resource Management || Full-Time || Non-Bargaining ||

Requisition Number: 18711

Equal Opportunity Employer: Minority/Female/Disability/Veteran

Individuals with a disability who need an accommodation to apply please contact us at

Nearest Major Market: Minneapolis

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