
MResult - IVR Lead/Architect
4 days ago
Job Title : IVR Lead/Architect
Location : Bangalore/Mangalore
Type : Fulltime
Why MResult ?
What We Offer :
Our values Agility, Collaboration, Client Focus, Innovation, and Integrity are woven into our culture, guiding every decision.
What This Role Requires :
In the role of IVR Lead/Architect, you will be a key contributor to MResults mission of empowering our clients with data-driven insights and innovative digital solutions. Each day brings exciting challenges and growth opportunities. Here is what you will do :
Key Responsibilities :
- Collaborate with business stakeholders and technical teams to define requirements and
deliver intuitive self-service experiences.
- Ensure integration of IVR systems with telephony, CRM, and backend data sources.
- Oversee testing, QA, and documentation for all IVR-related projects.
- Continuously optimize IVR flows based on analytics and user feedback.
- This role is ideal for a technically skilled leader who thrives at the intersection of customer experience, automation, and conversational AI.
Primary Skills (Must Have) :
- IVR System Design & Development : Proven experience in designing, implementing, and
maintaining IVR solutions, including call flow mapping, script writing, and menu optimization.
- Voicebot & Chatbot Architecture : Hands-on experience building and integrating conversational bots for voice and text channels.
- Telephony Integration : Deep understanding of telephony platforms (e.g., Genesys Cloud CX, Avaya, Cisco) and integration with CRM and backend systems.
- Speech Technologies : Experience with speech recognition, natural language processing (NLP), and VoiceXML/SRGS standards.
- API Integration : Ability to integrate IVR systems with RESTful APIs and external data sources for dynamic call flows.
- Testing & Quality Assurance : Experience in IVR testing, including test plan creation, execution, and reporting.
- Documentation : Ability to create and maintain clear documentation for IVR flows, scripts, and technical designs.
Secondary Skills (Good to Have) :
- Omni-Channel Experience : Exposure to SMS, email, and chat integrations within contact center environments.
- Cloud Platforms : Familiarity with cloud-based IVR solutions (e.g., Genesys Cloud, Amazon
Lex).
- Analytics : Knowledge of self-service and analytics solutions for speech-based interfaces.
- Methodology : Experience with Agile/Scrum methodologies and project tracking tools (e.g.,
JIRA, Microsoft Project).
- Vendor Management : Experience in managing third-party vendors for IVR and telephony
solutions.
- Automation Tools : Experience with automation and testing tools like Cyara.
Additional Requirements (Must Have)
- Communication Skills : Strong written and verbal communication skills for cross-functional collaboration and client interactions.
- Problem-Solving : Excellent analytical and troubleshooting skills with attention to detail.
- Leadership : Ability to lead technical teams and drive end-to-end IVR solution delivery.
Nice to Have :
- Certifications : Genesys Cloud CX or similar platform certifications.
- Domain Experience : Background in specific domains like insurance or banking.
- UI/UX for Voice : Experience in Voice User Interface (VUI) design and usability best practices.
- Process Improvement : Knowledge of Six Sigma, CMMI, or similar methodologies for process
optimization.
- Multi-vendor Environments : Experience balancing multi-vendor contact center solutions.
Certification : Kore.ai Certification (will be Master, and Maximize with MResult :
MResult is an equal-opportunity employer committed to building an inclusive environment free of discrimination and harassment.
Take the next step in your career with MResult where your ideas help shape the future.
(ref:hirist.tech)
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