IVR and Telephony Senior Analyst

Job description

Job Description We are seeking highly capable and experienced Program Managers to drive the end-to-end delivery of features and functionality within our Next-Generation IVR and Telephony Routing initiatives. This role is critical in translating business needs into technical requirements, serving as a vital liaison between our business partners and technology teams . The successful candidate will be responsible for designing and documenting requirements for solutions leveraging cutting-edge technologies like Generative AI (Gen AI), Large Language Models (LLMs), Speech-to-Text (STT), and Text-to-Speech (TTS) to revolutionize our customer interaction capabilities. This position requires hands-on experience in IVR and/or Telephony Routing environments, with a focus on delivering innovative and efficient features across multiple lines of business. Core Objectives: End-to-End Feature Ownership: Own the full lifecycle delivery of next-generation IVR and telephony features, from concept through production deployment. Business–Technology Partnership: Serve as the primary bridge between business stakeholders and technology teams to ensure clear requirements, aligned solutions, and timely dec...