IVR/IVA Platform & Migration Specialist

Cynet Systems•Rosemead, CA

About The Position

This role focuses on leading the analysis, configuration, and migration of customer journeys from legacy IVR platforms to modern IVA (Intelligent Virtual Agent) solutions. The specialist will be responsible for understanding existing IVR systems, documenting their logic and dependencies, and defining requirements for the new IVA platform. This includes creating migration mappings, supporting deployment and testing, and collaborating with various technical and business teams to ensure a successful transition. The goal 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.

Requirements

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.
Strong verbal and written communication skills to explain platform concepts to product, business, testing, and operational stakeholders.
Thorough knowledge in appropriate field.
Recognized internally as an expert in field.
Typically possesses 4+ years experience in the field performing analysis, consulting, and providing recommendations.

Nice To Haves

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.

Responsibilities

Lead Client, configuration analysis, telephony/routing design, and migration of customer journeys from legacy IVR platforms to IVA solutions.
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.
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.