IVR/IVA Platform & Migration Specialist

An electric utility client is looking for an IVR/IVA Platform & Migration Specialist who will Leads discovery, configuration analysis, telephony/routing design, and migration of customer journeys from legacy IVR platforms to IVA solutions., 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, * 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.

• Bachelor’s degree
• 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., * 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.

4.24.2 out of 5 stars Rosemead, CA 91770 $48.18 an hour - Contract

Our client is one of the largest electric utilities and a longtime leader in renewable energy and energy efficiency in the United States providing electricity for much of Southern California.

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