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Job Title: Technical Specialist / Scientist III (IVR & IVA Migration Specialist)
Role Overview
We are seeking an analytical, technical, and detail-oriented Technical Specialist / Scientist III to lead the discovery, configuration analysis, telephony design, and migration of customer journeys from legacy IVR platforms to modern Intelligent Virtual Assistant (IVA) solutions. In this role, you will dissect existing call flows, prompts, integrations, and routing logic, translating approved requirements into platform-specific configurations and robust migration plans.
This is a specialized, hands-on technical role focused entirely on platform architecture, data dependencies, and system migration rather than product management or copywriting. You will analyze undocumented legacy behavior, define routing treatments, execute platform testing, and support seamless cutovers and stabilization. If you excel at untangling complex voice application logic and driving enterprise contact center modernization, we want to hear from you.
Key Responsibilities
Discovery & Call Flow Analysis
• Legacy Assessment: Analyze and document existing enterprise IVR applications, call flows, routing rules, transfers, prompts, variables, integrations, and error-handling mechanisms.
• Logic Mapping: Identify embedded legacy logic, undocumented platform behaviors, technical constraints, and data dependencies.
• Migration Mapping: Create detailed IVR-to-IVA migration mappings, providing technical recommendations for the retention, redesign, consolidation, or retirement of legacy functionality.
Configuration & Telephony Engineering
• Platform Configuration: Define and implement platform-specific configuration requirements, routing treatments, session variables, and operational controls within target IVA environments.
• Telephony Integration: Analyze and configure telephony, queueing, transfer, and contact-center integration protocols (including DTMF, speech recognition, no-input/no-match parameters, and fallback behaviors).
• Data & API Connections: Design and validate relational data mappings and API integrations connecting voice platforms to backend enterprise databases and customer service systems.
Testing, Cutover & Stabilization
• Technical Execution: Develop and execute platform-focused testing plans; troubleshoot complex routing, configuration, data, and integration issues across layers.
• Migration Support: Support deployment activities, production cutovers, rollback procedures, system stabilization, and post-migration technical validation.
• Documentation: Produce clear platform documentation, support runbooks, troubleshooting guides, and technical knowledge-transfer materials.
Qualifications & Requirements
Minimum Qualifications
• Experience Baseline: Minimum of 3 to 5 years of hands-on professional experience with enterprise IVR, IVA, voice self-service, or contact-center platforms.
• Migration Expertise: Proven experience migrating deterministic legacy IVR journeys to modern NLU, conversational AI, or agentic IVA platforms.
• Technical Mastery:
oDemonstrated capability in analyzing, troubleshooting, and configuring complex IVR call flows.
oStrong understanding of telephony architectures, routing, queues, transfers, DTMF, speech recognition, and fallback states.
oWorking knowledge of relational databases, data mappings, REST APIs, and enterprise middleware integrations.
oDirect experience supporting platform modernization, system replacement, cutover planning, and production stabilization.
• Core Competencies: Strong analytical and debugging skills across telephony and platform layers; exceptional ability to communicate complex technical concepts to cross-functional product, engineering, and operational stakeholders.
Preferred Attributes
• Familiarity with CRM, authentication, billing, payment processing, or operational service-order integrations.
• Experience working within regulated or high-availability enterprise customer service environments.
• Collaboration experience working alongside third-party implementation vendors and distributed technical teams.
Equal Opportunity Employer / Disabled / Protected Veterans
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https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf
For temporary assignments lasting 13 weeks or longer, AllSTEM Connections is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
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https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Additional Skills
(none specified)
AllSTEM Representative Contact Info
Account Executive:
Nichols
Branch Phone:
(909) 244-1777
Location:
Ontario, CA