Mid to Senior IVR Support Engineer

Job Title: IVR Support Engineer

Location: USA,Texas,Dallas
Job Type: Full-time
Experience Level: Mid to Senior Level

Job Summary:

We are seeking a skilled and motivated IVR Support Engineer to join our IT operations team. In this role, you will be responsible for maintaining and supporting IVR systems and related voice infrastructure. You will work closely with telecom engineers, developers, and business teams to ensure seamless call flow and functionality of our voice platforms.

Key Responsibilities:

• Provide technical support and troubleshooting for IVR platforms and voice applications.

• Monitor and maintain IVR performance, uptime, and user experience.

• Work with telecom providers and internal teams to resolve voice system issues.

• Assist in the deployment, testing, and documentation of new IVR flows and call routing changes.

• Perform root cause analysis of recurring voice issues and recommend long-term solutions.

• Ensure IVR scripts, grammars, and voice prompts are updated and functioning as intended.

• Coordinate with development and QA teams for release testing and validation.

• Maintain system logs, configurations, and backup procedures.

• Stay current with trends and best practices in IVR technologies and voice communications.

Required Qualifications:

• Bachelor’s degree in Computer Science, Telecommunications, or a related field (or equivalent experience).

• 3+ years of experience in IVR support or telephony engineering.

• Strong knowledge of IVR systems (Genesys, Avaya, Cisco, or similar platforms).

• Experience with telephony protocols (SIP, VoIP, TDM).

• Familiarity with call flow design and IVR scripting tools.

• Experience in using monitoring tools and log analyzers.

• Basic knowledge of databases and scripting (SQL, Python, or Shell).

• Strong analytical and communication skills.

• Ability to work independently and collaboratively in a fast-paced environment.

Preferred Qualifications:

• Certifications in voice or telephony systems (e.g., Avaya ACIS, Cisco CCNP Collaboration).

• Experience with speech recognition engines and voice biometrics.

• Knowledge of cloud telephony platforms (e.g., Twilio, Amazon Connect).

• Familiarity with ITIL processes for incident, change, and problem management.

Benefits:

• Competitive salary

• Health, dental, and vision insurance

• 401(k) with company match

• Paid time off and holidays

• Professional development and training opportunities