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Call Center Ivr System Analyst Jobs (NOW HIRING)

Allwyn Corporation

Call Center Engineer (ACD Specialist)

$17.25 - $21.50/hr

This role involves troubleshooting call routing, managing IVR flows, and ensuring high availability ... log analysis, and interpreting system alerts • Performance monitoring including call volume ...

Tata Consultancy Service Limited

Cyra Tester

Detroit, MI · On-site

$80K - $85K/yr

... • Analyze CYRA reports and troubleshoot failures • Test CXone Studio/Architect IVR flows ... Call drops ,Latency, IVR delay, Queue buildup, System bottlenecks. • Load & Performance Testing.

Key2Source INC

Business Analyst (IVR)

Charlotte, NC · On-site

Key Responsibilities: • Conduct comprehensive technical and functional analysis for IVR, IVA Chat, and Call Center Desktop tools. • Collaborate with cross-functional teams to understand business ...

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How much do call center ivr system analyst jobs pay per year?

As of Sep 9, 2026, the average yearly pay for call center ivr system analyst in the United States is $89,296.00, according to ZipRecruiter salary data. Most workers in this role earn between $66,000.00 and $108,000.00 per year, depending on experience, location, and employer.

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Infographic showing various Call Center Ivr System Analyst job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 84% Full Time, 12% Part Time, and 3% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $89,296 per year, or $42.9 per hour.

Call Center Engineer (ACD Specialist)

Remote

Lumen Solutions Group Inc.
See more jobs at Lumen Solutions Group Inc.external

$17.25 - $21.50/hr

Other

Posted 29 days ago

Job description

Call Center Engineer (ACD Specialist)

Lumen Solutions Group Inc. is a technology consulting Services company based in Florida. We provide a wide array of experienced business and IT professionals supporting clients from solution design to implementation and support. We specialize in professional IT consulting services, IT Staffing, Business/IT Strategy, Business Process Blueprints, Enterprise Architecture, and Enterprise Transformation.

Location: Washington, DC (Remote)

Job Type: Contract

Seeking a skilled Call Center Engineer with strong experience in ACD platforms (preferably Avaya) to support and optimize contact center operations. This role involves troubleshooting call routing, managing IVR flows, and ensuring high availability of voice and digital channels.

Skills:

  • ACD person not PBX.
  • Avaya ACD experience preferred but at least one ACD platform experience required including understanding of ACD platform components, call routing logic and call flow configuration and debugging.
  • Understand call center terminology and integrations such as CTI, VRU, call recording, WFM, SMS/Chat/Text, etc.
  • Ability to read troubleshooting traces.
  • IVR troubleshooting and basic design understanding.
  • Trunking (SIP trunks) and toll fraud knowledge including carrier terminology including toll-free numbers, DID numbers, DNIS, ANI, etc. plus AT&T Route Its usage knowledge.
  • Basic network knowledge including TCP/IP fundamentals, VoIP (SSIP, SRTP) concepts, LAN/WAN basics and understanding of call quality factors (latency, jitter, packet loss).
  • ODBC configuration and writing SQL queries.
  • Basic XML review and interpretation.
  • Microsoft office knowledge plus file transfer software.
  • Basic ITIL processes and procedures along with incident management, change management, escalation handling and ability to work under pressure in real-time environments.
  • Experience with ticketing systems such as Service Now, monitoring tools and reporting dashboards.
  • Ability to troubleshoot call routing issues, root cause analysis, log analysis, and interpreting system alerts.
  • Performance monitoring includes call volume, queue wait times, abandon rates, etc.
  • Understanding of basic workforce management concepts, service level agreements, KPIs
  • Basic Windows PC skills.
  • Basic understanding of VM solutions aka Cloud solutions such as AWS or Azure.
  • Must be a team player and willing to share information freely.
  • Clear verbal and written communication skills, ability to explain technical issues to non-technical users and collaborate with network teams, application teams and business stakeholders.
  • Must share on-call support as we are a 24x7 support group, ability to write / update documentation (runbooks, diagrams, etc.).
  • Understanding of data privacy (PCI, PII and HIPPA), access control and permissions and following compliance standards.

Lumen Solutions Group Inc is an equal opportunity employer. All qualified applicants will be considered for employment without regard to any legally protected status.

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