Bachelor's degree in IT, business, or related field
10+ years in IVR or similar roles
US Citizenship or Permanent Residency required
Proven experience as an IVR Solutions Architect
In-depth knowledge of IVR systems and voice application development
Strong understanding of call flow design and IVR architecture
Proficiency in programming languages like Java or C#
Experience with IVR platforms such as Genesys or Avaya
Excellent problem-solving and teamwork abilities
Strong communication skills
Responsibilities
Design and architect IVR solutions to enhance customer experience
Collaborate with stakeholders to gather and analyze requirements
Develop detailed IVR call flows, scripts, and dialogues
Oversee the implementation of IVR systems with telephony backend
Provide technical leadership to development teams
Conduct code reviews for IVR configurations
Troubleshoot and resolve technical IVR implementation issues
Stay current with IVR technology trends
Mentor junior team members in IVR architecture
Benefits
Extensive training programs
Gym membership reimbursement
Education reimbursement
Technology benefits
Commuter benefits
Generous paid time off
Full Job Description
IVR Solutions Architect
Remote / Local to Washington, DC Metro Area
Overview:
Softtek Government Solutions is seeking a highly motivated and experienced IVR Solutions Architect to join our team. You will be responsible for analyzing, planning, designing, architecting, and developing IVR solutions that support large government programs. In this role, you will work closely with program managers, stakeholders, business analysts, developers, ITSM consultants to execute your mission.
Responsibilities:
Design and architect IVR solutions to meet business requirements and enhance customer experience.
Collaborate with stakeholders to gather and analyze requirements, ensuring alignment with business objectives.
Develop detailed IVR call flows, scripts, and dialogues.
Oversee the implementation and integration of IVR systems with existing telephony and backend systems.
Provide technical leadership and guidance to development teams, ensuring best practices and standards are followed.
Conduct code reviews and ensure the quality of IVR configurations and customizations.
Troubleshoot and resolve technical issues related to IVR implementations.
Stay current with industry trends and advancements in IVR technology.
Mentor and train junior team members on IVR architecture and development.
Qualifications:
Bachelor's degree in information technology, business, operations or a related field.
10+ years of direct related experience.
US Citizenship or Permanent Residence/Green Card allowed (must live in the USA)
Proven experience as an IVR Solutions Architect or similar role.
In-depth knowledge of IVR systems, telephony, and voice application development.
Strong understanding of IVR architecture, call flow design, and integration capabilities.
Proficiency in programming languages such as Java, C#, or similar.
Experience with IVR platforms such as Genesys, Avaya, Cisco, or similar.
Excellent problem-solving skills and the ability to work independently and as part of a team.
Strong communication and interpersonal skills.
Preferred Qualifications:
Experience with speech recognition and text-to-speech technologies.
Familiarity with VoIP and SIP protocols.
Certifications related to IVR or telephony systems.
Prior work experience in Big 4 consulting firm or federal government contractor
Previous experience working for U.S. Social Security Administration (SSA) programs
Softtek Government Solutions encourages collaborative communication and ongoing learning. Some of our benefits include:
