Location: Rosemead, CA
Salary: $45.00 USD Hourly - $47.00 USD Hourly
Description: IVR/IVA Platform & Migration SpecialistRole SummaryThe IVR/IVA Platform & Migration Specialist is responsible for leading discovery, platform analysis, telephony and routing design, and migration activities related to customer self-service applications. This role evaluates existing voice applications, call flows, integrations, routing logic, prompts, and data dependencies, then translates approved requirements into platform-specific configurations and migration plans for modern conversational solutions.
Key Expertise- Enterprise IVR platforms
- Intelligent Virtual Assistant (IVA) migration and modernization
- Telephony and contact center routing
- Speech recognition and DTMF technologies
- IVR/IVA platform configuration
- APIs, integrations, and relational databases
- Platform troubleshooting and testing
- Contact center technologies and customer self-service solutions
Core Responsibilities- Analyze and document existing IVR applications, call flows, routing logic, transfer paths, prompts, variables, integrations, and exception handling processes.
- Identify legacy configurations, undocumented functionality, system dependencies, and platform limitations.
- Define configuration requirements including routing treatments, prompts, variables, integrations, authentication mechanisms, and operational controls.
- Develop migration mappings from legacy IVR solutions to modern IVA platforms, recommending functionality to retain, redesign, consolidate, or retire.
- Support deployment planning, migration execution, cutover activities, rollback procedures, production stabilization, and post-implementation validation.
- Assess telephony, queue management, transfer routing, and contact center integration requirements.
- Partner with cross-functional teams including Product, Business Analysis, Engineering, Architecture, Telephony, Quality Assurance, and Operations.
- Design and execute platform-focused testing activities and troubleshoot routing, integration, telephony, and configuration issues.
- Create and maintain platform documentation, operational runbooks, support procedures, migration artifacts, and knowledge-transfer materials.
- Ensure migrated customer journeys align with approved requirements and operational expectations.
Position ScopeResponsible For- IVR and IVA application analysis
- Platform configuration and migration planning
- Telephony and routing assessment
- Integration and dependency analysis
- Platform testing support
- Deployment and stabilization activities
- Technical documentation and knowledge transfer
Not Responsible For- Product Management
- Business Analysis ownership
- Test Management ownership
- Content or conversational copywriting
- Generative AI prompt engineering
- Defining product strategy, scope, or business requirements
Primary ObjectiveUnderstand and document the operation of existing voice self-service applications, identify all technical and operational dependencies, and ensure approved customer journeys are successfully configured, migrated, validated, and supported on the target IVA platform.
Required Qualifications- 3 to 5 years of hands-on experience with enterprise IVR, IVA, voice self-service, contact center, or related customer engagement platforms.
- Experience migrating traditional deterministic IVR applications to NLU-based, AI-powered, or conversational IVA platforms.
- Experience working with enterprise telephony, IVR, IVA, or contact center technologies.
- Proven experience analyzing, configuring, or supporting complex IVR call flows and routing scenarios.
- Strong understanding of telephony concepts including routing, queues, transfers, DTMF, speech recognition, no-input, no-match, escalation, and fallback handling.
- Experience supporting IVR modernization, platform migrations, or replacement initiatives.
- Working knowledge of relational databases, APIs, data mapping, and enterprise system integrations.
- Experience identifying embedded business logic and undocumented platform behavior.
- Strong troubleshooting skills across telephony, routing, platform configuration, data, and integration layers.
- Experience supporting system testing, deployment validation, cutover planning, rollback procedures, and production stabilization.
- Strong communication skills with the ability to explain technical concepts to business, operational, and technology stakeholders.
Preferred Qualifications- Familiarity with customer service integrations such as CRM, customer account systems, authentication services, billing platforms, payment systems, outage management solutions, and service-order applications.
- Experience with contact center reporting, analytics, and operational monitoring tools.
- Experience working within regulated, highly available, or customer-facing service environments.
- Experience collaborating with implementation partners, third-party vendors, and distributed technical teams.
- Understanding of cloud-based customer engagement and conversational AI ecosystems.
Success Measures- Accurate documentation of current-state IVR platforms and customer journeys.
- Successful identification and mitigation of technical dependencies and migration risks.
- Reliable migration of customer journeys to the target IVA platform.
- Stable routing, telephony, and integration performance after deployment.
- Effective collaboration across business, operations, and technical teams.
- Delivery of complete platform documentation and operational readiness materials.
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