Telephony/IVR Assessment Architect

Telephony/IVR Assessment Architect

100% REMOTE

6 MONTHS CONTRACT THEN FULL TIME

Must Haves

• In-depth experience with telephony systems such as Spice, Nice, and CX1
• Expertise in IVR architecture, including routing logic and customer flow design
• Ability to assess, document, and recommend improvements in IVR setups
• Experience identifying gaps in telephony platform capabilities
• Familiarity with CX1 advanced features and integrations
• Experience with CRM platforms and telephony integration points
• Past work in large contact center environments

Day-to-Day

• Perform deep-dive assessments of current telephony and IVR systems
• Document existing IVR architecture, flows, and decision logic
• Identify and present recommendations for platform or configuration improvements
• Evaluate usage of CX1 features, including IVR routing and CRM integrations
• Collaborate with engineering and operations to define roadmap changes