IVR/IVA Platform & Migration Specialist

The 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., Responsible 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

• 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., * 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.