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Ivr Engineer Jobs in Tennessee (NOW HIRING)

ITCON Services

IVR / Telephony Engineer

Nashville, TN · On-site

ITCON is seeking a skilled Mid-Level IVR / Telephony Engineer to architect and maintain the communications backbone of the call center. This call center facility operates 24/7/365 as the central hub ...

kgs

AWS Connect Admin

Nashville, TN · Remote

$17.50 - $24/hr

Design, configure, and maintain AWS Connect contact flows, IVR (Interactive Voice Response) menus ... AWS Certified Developer - Associate or AWS Certified SysOps Administrator - Associate certification.

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Ivr Engineer information

What is the difference between Ivr Engineer vs VoIP Engineer?

AspectIvr EngineerVoIP Engineer
Required CredentialsBachelor's in Computer Science or Telecommunications, certifications like CCNA, CCNPBachelor's in Computer Science, certifications like CCNA, CCNP, or VoIP-specific courses
Work EnvironmentTelecommunications companies, call centers, service providersIT firms, telecom providers, enterprise networks
Industry UsageDesigning and maintaining IVR systems for customer interactionImplementing and managing VoIP solutions for voice communication
Common Search/ComparisonYesYes

While both Ivr Engineers and VoIP Engineers work within telecommunications and require similar certifications, Ivr Engineers focus on developing and maintaining interactive voice response systems used for customer service automation. VoIP Engineers specialize in deploying and managing voice over IP solutions for seamless voice communication over networks. The roles often overlap but serve distinct functions within the telecom industry.

What are some common challenges an IVR engineer faces when integrating new systems with existing telephony infrastructure?

IVR Engineers often encounter challenges related to compatibility and seamless integration when connecting new IVR solutions to legacy telephony systems. These can include dealing with outdated hardware, inconsistent data formats, and varying communication protocols. To address these issues, IVR Engineers work closely with IT, network, and telecom teams to conduct thorough assessments, perform rigorous testing, and develop custom middleware if necessary. Overcoming these challenges is essential to ensure reliable call routing and a smooth caller experience.

What are the key skills and qualifications needed to thrive as an IVR engineer, and why are they important?

To thrive as an IVR Engineer, you need a solid understanding of telephony systems, VoIP technologies, and programming languages like Java or Python, typically backed by a degree in computer science or a related field. Familiarity with IVR platforms (such as Genesys, Avaya, or Cisco), SIP protocols, and relevant certifications (like CCNA or specific IVR vendor credentials) is highly valuable. Strong problem-solving abilities, attention to detail, and effective communication skills help you collaborate with cross-functional teams and address user needs. These skills ensure reliable and user-friendly IVR solutions that enhance customer experience and optimize business operations.

What is an IVR engineer?

An IVR Engineer is a technology professional who designs, develops, and maintains Interactive Voice Response (IVR) systems. These systems allow callers to interact with a company's phone system via voice or keypad inputs, automating tasks such as customer support, account inquiries, and information retrieval. IVR Engineers work with telephony platforms, scripting languages, and APIs to create seamless automated call flows. They are also responsible for troubleshooting, optimizing, and ensuring the IVR system meets the business needs and provides a positive user experience.
What are popular job titles related to Ivr Engineer jobs in Tennessee? For Ivr Engineer jobs in Tennessee, the most frequently searched job titles are:
What job categories do people searching Ivr Engineer jobs in Tennessee look for? The top searched job categories for Ivr Engineer jobs in Tennessee are:
What cities in Tennessee are hiring for Ivr Engineer jobs? Cities in Tennessee with the most Ivr Engineer job openings:
Ivr Engineer jobs near you

IVR / Telephony Engineer

ITCON Services

Nashville, TN • On-site

Other

Posted 23 days ago

Job description

ITCON is seeking a skilled Mid-Level IVR / Telephony Engineer to architect and maintain the communications backbone of the call center. This call center facility operates 24/7/365 as the central hub for the government.

In this role, you will manage our FedRAMP-authorized Contact Center as a Service (CCaaS) environment. You will ensure that critical law enforcement calls are routed seamlessly, wait times are kept under one minute during surges, and our voice networks are aggressively defended against cyber and Telephony Denial of Service (TDoS) threats.

1. IVR & Routing Engineering

  • Design, configure, and maintain complex Interactive Voice Response (IVR) menus and omnichannel routing scripts using Genesys (Genesys Cloud CX / Architect) to support an estimated 700+ daily law enforcement calls.
  • Configure dynamic routing and queue management within the Genesys environment to ensure the system scales on-demand, absorbing sudden call volume surges (e.g., during mass enforcement operations) without degrading the <1 minute wait time Service Level Agreement (SLA).
  • Develop and maintain Computer Telephony Integration (CTI) between Genesys and ServiceNow, ensuring "single-pane-of-glass " screen pops, automated case logging, and seamless data passing for call center operators.

2. Voice Security & Defense

  • Administer SecureLogix voice firewalls to analyze call signaling in real-time, detecting and blocking call flooding or Telephony Denial of Service (TDoS) attacks at the network edge before they impact operator availability.
  • Ensure all telephony operations comply with Client 4300A and Trusted Internet Connection (TIC) requirements, maintaining strict protection over Law Enforcement Sensitive (LES) communications.

3. Infrastructure & COOP Support

  • Support the technical configuration of redundant connectivity, including dual-carrier fiber paths and independent Tactical Communications (TACCOM) systems to ensure 100% uptime during commercial network failures.
  • Serve as the Tier 2/3 technical escalation point for SIP, VoIP, and telecom infrastructure issues, utilizing proactive monitoring tools to identify and resolve audio quality or routing anomalies.

Required Qualifications

  • Experience: 3 to 5 years of hands-on experience in telecommunications, IVR development, or CCaaS administration.
  • Platform Expertise: Demonstrated experience configuring and managing Genesys contact center solutions (Genesys Cloud CX, Genesys Engage, or PureConnect).
  • Technical Knowledge: Strong understanding of VoIP protocols (SIP, RTP), telecom networking, and API integrations (REST/SOAP).
  • Security Mindset: Familiarity with telephony security concepts, including defending against toll fraud and TDoS attacks.

Preferred Qualifications

  • Experience integrating Genesys platforms with IT Service Management (ITSM) tools like ServiceNow.
  • Certifications in Genesys (e.g., Genesys Cloud Certified Professional) or general networking (CCNA Collaboration).
  • Previous experience supporting Client, ICE, or other federal law enforcement telephony environments.

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