IVR/IVA Platform & Migration Specialist

Job Overview:

Pay Range: $44.44hr - $48.17hr

Requirement/Must Have:

• 3-5 years of hands-on experience with enterprise IVR, IVA, voice self-service, contact-center, or related platforms.
• Experience migrating deterministic IVR journeys to NLU, generative-AI, or agentic IVA platforms.
• Experience with the IVR, IVA, telephony, or contact-center platforms used by the organization.
• Demonstrated experience analyzing or configuring complex IVR call flows.
• Strong understanding of telephony, routing, queues, transfers, DTMF, speech recognition, no-input, no-match, and fallback behavior.
• Experience supporting IVR modernization, platform migration, or replacement.
• Working knowledge of relational databases, data mappings, APIs, and enterprise integrations.
• Experience identifying embedded platform logic and undocumented configuration behavior.
• Strong troubleshooting skills across telephony, routing, platform configuration, data, and integration layers.
• Experience supporting platform-specific testing, cutover, rollback, and production stabilization.
• Strong verbal and written communication skills to explain platform concepts to product, business, testing, and operational stakeholders.

Responsibilities:

• Lead Client, configuration analysis, telephony/routing design, and migration of customer journeys from legacy IVR platforms to IVA solutions.
• Analyze and document existing IVR applications, call flows, routing, transfers, prompts, variables, integrations, and error handling.
• Identify legacy logic, undocumented behavior, dependencies, and platform constraints.
• Define configuration requirements, routing treatments, variables, prompts, integrations, and operational controls.
• Create IVR-to-IVA migration mappings and recommend retention, redesign, consolidation, or retirement of legacy functionality.
• Support deployment, cutover, rollback, stabilization, and post-migration validation.
• Analyze telephony, queueing, transfer, and contact-center integration requirements.
• Collaborate with Product, BA, Engineering, Architecture, Telephony, and Operations teams.
• Develop and execute platform-focused testing; troubleshoot routing, configuration, integration, and migration issues.
• Produce platform documentation, support procedures, and knowledge-transfer materials.
• Determine how the current IVR operates, identify all platform and telephony dependencies, and ensure approved customer journeys are successfully configured and migrated to the target IVA platform.

Nice to Have:

• Familiarity with CRM, customer-information, authentication, billing, payment, outage, service-order, or related customer-service integrations.
• Familiarity with contact-center analytics and operational monitoring.
• Experience in a regulated or high-availability customer-service environment.
• Experience working with implementation vendors and distributed technical teams.

Skills:

• Enterprise IVR platforms.
• IVA migration and modernization.
• Telephony and contact-center routing.
• Speech recognition and DTMF.
• IVR/IVA configuration.
• APIs, integrations, and relational data.
• Platform troubleshooting and testing.

Qualification And Education:

• Thorough knowledge in appropriate field.
• Recognized internally as an expert in field.
• Typically possesses 4+ years experience in the field performing analysis, consulting, and providing recommendations.

 

Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.

About Cynet Systems

Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.

As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.