IVR/IVA Platform & Migration Specialist
Duration: 12 months
Location: Rosemead, CA 91770 (Hybrid – onsite Tuesdays & Wednesdays)
Pay: $40–$48.18/hr.
Lead the analysis, configuration, and migration of customer journeys from legacy IVR systems to modern IVA platforms. Evaluate existing call flows, routing, prompts, integrations, data dependencies, and platform logic, then develop migration and configuration plans for the target platform.
Responsibilities:
- Analyze and document IVR call flows, routing, transfers, prompts, variables, integrations, and error handling.
- Identify legacy logic, dependencies, undocumented behavior, and platform limitations.
- Develop IVR-to-IVA migration mappings and recommend functionality for retention, redesign, consolidation, or retirement.
- Support configuration, testing, deployment, cutover, rollback, and post-migration stabilization.
- Analyze telephony, queues, transfers, DTMF, speech recognition, and contact-center integrations.
- Troubleshoot issues across telephony, routing, platform configuration, data, and integrations.
- Collaborate with Product, Business, Engineering, Architecture, Telephony, Testing, and Operations teams.
- Create technical documentation, support procedures, and knowledge-transfer materials.
Qualifications:
- Bachelor’s degree required
- 3–5 years of hands-on experience with enterprise IVR, IVA, voice self-service, or contact-center platforms.
- Experience with IVR modernization or migration to NLU, generative AI, or agentic IVA platforms.
- Strong understanding of IVR call flows, telephony, routing, queues, transfers, DTMF, speech recognition, and fallback behavior.
- Experience with IVR/IVA configuration, platform troubleshooting, testing, and production stabilization.
- Working knowledge of relational databases, APIs, data mapping, and enterprise integrations.
- Strong ability to identify embedded platform logic and undocumented configurations.
- Excellent communication and cross-functional collaboration skills.
Pay: $40.00 - $48.18 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
Work Location: Hybrid remote in Rosemead, CA 91770
