IVR Solution Analyst

We seek an IVR Solution Analyst to collaborate with development teams, overseeing specific engineering, software architecture, or implementation technologies. You will play a crucial technical role by defining standards and best practices for a solution project.

Position Overview: 

Responsibilities include defining the end-to-end solution and proactively engaging with external teams. You will also be tasked with creating clear and concise documentation for backend integrations, business logic implementation, and technical details related to specific projects.
Additionally, work closely with development teams and business stakeholders to communicate design overviews, integrations, and other essential aspects of the project. This role is pivotal in ensuring seamless collaboration and successful project delivery.

Responsibilities:

• Design solutions that integrate seamlessly with an enterprise environment.
• Recommend best practices and design patterns for comprehensive solutions.
• Ensure compliance with all technical and business requirements.
• Analyze project constraints to explore alternatives, mitigate risks, and re-engineer processes as necessary.
• Select the appropriate technology stack and evaluate resources.
• Define the right infrastructure, including Azure Cloud resources, Large Language Models, VXML clusters, ASR implementation, configuration, and security.
• Act as a liaison between technical and business teams to convert requirements into actionable outcomes.
• Define data journeys and backend interactions, preparing technical specification documentation for the development team. This includes data interfaces, high-level architectural designs, sample values, required vs. optional attributes, API requests/responses, pseudocode, Postman projects, DTO classes, and security measures such as certificates and OAuth.
• Collaborate with UX designers to define the end-to-end caller experience.
• Make decisions regarding versioning and modularization.
• Support backlog refinement in coordination with Product Owners and UX designers.
• Conduct code reviews to ensure best practices and correct algorithms are implemented.
• Support data requirements and data gathering for new implementations.
• Assist in troubleshooting and defect analysis.
• Monitor voice applications and backend interactions using Splunk and Azure App Insight, generating handoff documentation for the DevOps team that includes queries needed to monitor new implementations/modifications in IVR apps.
• Coordinate with the Reporting team to align on business reporting needs.
• Design and implement configurations in partnership with UX designers.
• Support performance testing for new implementations using JMeter and Dynatrace, defining test plans that adequately simulate live production traffic loads.
• Consider pre-IVR/bot and post-IVR/bot treatment with orchestration rules logic.

• 3+ years of experience in software architecture and design
• 2 years of proficiency in Azure Cloud resources and services
• 1-2 years of experience with Google Dialogflow tool
• Knowledge of Large Language Models
• 2+ years of experience with VXML clusters and ASR implementation
• 2+ years of familiarity with data interface design and API development
• Understanding of security protocols (certificates, OAuth)
• 2+ years of expertise in monitoring tools such as Splunk and Azure App Insights
• Experience with performance testing tools (JMeter, Dynatrace)
• Knowledge of IVR/bot systems and orchestration rules
• Ability to evaluate and select appropriate technology stacks.
• Expertise in troubleshooting and defect analysis.
• Experience in translating business needs into technical outcomes.
• Strong analytical skills for risk mitigation and process re-engineering.

Nice to have:

• Experience in data journey mapping and backend interaction design.
• Proficiency in creating detailed API documentation (request/response formats, DTOs).
• Excellent communication abilities to liaise between technical and business teams.

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. 
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work. 
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. 
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. 
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. 
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. 

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

All your information will be kept confidential according to EEO guidelines.