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Albany Contact Center CRM (IVR) Team (ID: 110029) for Summer 2024


Department of Motor Vehicles

6 Empire State Plaza
Albany , NY 12228
E-Mail: lydia.spurgeon@dmv.ny.gov
Phone: (518) 473-4829

Division/Unit: Albany Contact Center


Web Site: http://dmv.ny.gov/(New Window)


Proposal Information


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.



Good analytic and evaluative skills

Good research skills

Good organizational skills

Good proofreading skills

Good computer skills


Internship Areas: Information Technology, Planning/Analysis/Research

Logistical Information

Payment? Paid

Number of Hours: 10 - 19

Location: Albany

Number of Interns Needed: 2

Desired Candidate Profile

Preferred Standing Junior

Minimum Standing: Sophomore

Degree Concentrations: Business Administration, Communication Studies, Information Technology, Public Administration