Technical Specialist/Scientist 3

Day-to-Day Responsibilities/Workload
IVR/IVA Platform & Migration Specialist

Role Summary
Leads discovery, configuration analysis, telephony/routing design, and migration of customer journeys from legacy IVR platforms to IVA solutions. Analyzes existing call flows, prompts, integrations, data dependencies, and routing logic, then translates approved requirements into platform-specific configuration and migration plans.

Key Expertise
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

Core Responsibilities
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.

Not Responsible For
Product Management
Business Analysis
Test Management ownership
Content/conversation writing
Generative AI prompt engineering
Defining product scope or business requirements

Primary Objective
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.

Required Skills/Attributes
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.
Ability to communicate platform concepts to product, business, testing, and operational stakeholders.

Desired Skills/Attributes
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.