Location:
Rosemead, CA - Hybrid (Onsite Tuesday + Wednesday)
Duration:
12-month contract (W2(
Schedule:
M-F, 8-5
Pay Rate:$44.00 - 48.00/hr
Position Summary
Our client, a leading Southern California utility company, is seeking an IVR/IVA Platform & Migration Specialist to lead discovery, configuration analysis, telephony/routing design, and migration of customer journeys from legacy IVR platforms to IVA solutions.
This role analyzes existing call flows, prompts, integrations, data dependencies, and routing logic, then translates approved requirements into platform-specific configuration and migration plans. The primary objective is to 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.
Key Responsibilities
- 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, or defining product scope or business requirements
Education & Experience
- 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
- Experience supporting IVR modernization, platform migration, or replacement
- Experience supporting platform-specific testing, cutover, rollback, and production stabilization
- Typically possesses four or more years of experience performing analysis, consulting, and providing recommendations in the field; recognized internally (and potentially externally) as an expert, with limited personnel available with comparable knowledge and abilities
Knowledge & Skills
Required
- 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
- Strong understanding of telephony, routing, queues, transfers, DTMF, speech recognition, no-input, no-match, and fallback behavior
- 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
- Ability to communicate platform concepts to product, business, testing, and operational stakeholders
Desired
- 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
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