Department of Civil Service

Description:

Interactive Voice Response (IVR) Mapping - Albany Contact Center - Customer Services Management Team

The Interactive Voice Response (IVR) Mapping project aims to map out DMV IVR systems. This documentation will allow for enhancement opportunities to improve customer service by reducing deficiencies within the IVR system. The project also consists of reporting duties for data retention and future IVR enhancement opportunities.

Under the guidance of the Project Coordinator, you will be responsible for the following tasks:

* Use the telephony system to call and document IVR scripts.
* Create a filling system to house all IVR documents.
* Map and outline IVR pathways as they flow throughout the DMV contact centers.
* Collect IVR press path data for future analysis for IVR enhancement opportunities.

Willing to consider freshman for this internship.

Please apply through portal but then email your resume directly to lydia.spurgeon@dmv.ny.gov so we are aware of your interest in the internship.

Skills:

Good analytic and evaluative skills

Good research skills

Good organizational skills

Good proofreading skills

Good computer skills

Internship Areas: Information Technology, Planning/Analysis/Research