Job Title: IVR Support Engineer
Location: USA,Texas,Dallas
Job Type: Full-Time
We are seeking a skilled and motivated IVR Support Engineer to maintain and support our Interactive Voice Response (IVR) systems. The ideal candidate will have experience working with IVR platforms, telephony systems, and related infrastructure. This role involves troubleshooting, system configuration, performance monitoring, and collaborating with cross-functional teams to ensure optimal system availability and functionality.
Provide day-to-day support and troubleshooting for IVR systems and related telephony infrastructure.
Monitor IVR performance and perform regular system health checks.
Configure, test, and deploy changes to IVR call flows and scripts as required.
Collaborate with software developers, QA teams, and business analysts to implement and support IVR enhancements.
Work with vendors and carriers to resolve call routing and telecom issues.
Maintain documentation for IVR system architecture, processes, and configurations.
Respond to support tickets, system alerts, and escalations promptly.
Participate in on-call rotation for after-hours support.
Ensure compliance with security, privacy, and regulatory standards (e.g., HIPAA, PCI-DSS, etc., as applicable).
Recommend and implement improvements to optimize system performance and user experience.
Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
3+ years of experience supporting IVR/telephony systems (e.g., Genesys, Avaya, Cisco, NICE InContact, or similar).
Strong knowledge of VoIP protocols (SIP, RTP), and telecom infrastructure.
Proficiency in scripting and configuration of IVR call flows.
Experience with ticketing systems (e.g., ServiceNow, Jira).
Familiarity with Windows/Linux servers and basic networking.
Strong problem-solving and analytical skills.
Excellent communication skills and the ability to work with both technical and non-technical stakeholders.
Experience with cloud-based contact center platforms (e.g., AWS Connect, Twilio, Five9).
Knowledge of API integration, web services (REST/SOAP).
Certifications in relevant platforms (e.g., Genesys Certified, Cisco Voice).
Hybrid or On-site depending on client/project needs.
Fast-paced, collaborative environment.
May require occasional travel to data centers or client locations.