The Sr. IVR Analyst is responsible for performing general analysis as well as preparing call flows and reports to support business operations related to the Interactive Voice Response (IVR). As a source for analytical and operational support to the business unit, they perform forecasting, trending, variance analysis, and operational analysis. Senior IVR Analyst research and provide statistical operational information and work to pull and analyze data to help determine what changes will benefit customers most impactfully. They develop and organize both internal and external performance reports as well as track, maintain, analyze, and provide current information on the operation’s business scorecard or Key Performance Indicators (KPIs). They contribute to the development of short-term and long-range business planning and assist in the creation and guidance of projects to update and improve functions of the IVR. Senior IVR Analysts must have familiarity with IVR concepts, practices, and procedures to plan and accomplish goals, as they are depended on for support and prompt response to issues and concerns impacting the IVR. They participate in enterprise-wide IVR governance activities as well as user acceptance testing, which includes writing test cases and executing test cases and training.