IVR Solution Architect

Project Details:

This project is with an established client in the healthcare sector, introducing a new line of business. The contact center environment is undergoing a major transformation, migrating the IVR-based bot framework to the latest cloud technologies. As part of this upgrade, new bots are being developed using Google Dialogflow CX, enhancing functionality and streamlining customer interactions.

Position Overview:

We are seeking a skilled Solution Architect or Solution Designer who has not just the designer’s aspect but strong technical skills to design and implement purpose-driven solutions for upgrading existing IVR bot systems to Google Dialogflow CX. This role will oversee the entire process from solution design and development to full implementation ensuring seamless data migration across various bot platforms. The ideal candidate will align these solutions with evolving business needs and industry trends, driving impactful improvements in our bot systems.

Responsibilities:

• Design and integrate solutions within the enterprise environment, ensuring seamless compatibility and compliance with technical and business requirements.
• Recommend best practices, design patterns, and the appropriate technology stack to optimize solution efficiency.
• Identify the APIs needed (Analysis and onboarding). Also designing high level design for the middleware teams to enable them to produce MW services.
• Creating and/or modify technical design (Container, KVPs, service calls, specific skills like iDAuth, etc.), but not generic design.
• Define infrastructure needs, including Google Dialogflow CX, Azure Cloud resources, Large Language Models, focusing on configuration and security.
• Translate business requirements into actionable outcomes, preparing technical documentation for development, including data interfaces, API specs, and security measures.
• Collaborate with UX designers to define the end-to-end caller experience, ensuring a cohesive user journey.
• Conduct code reviews, support backlog refinement, and assist in troubleshooting, ensuring quality and consistency in deliverables.
• Monitor and optimize voice applications and backend interactions, coordinating with the DevOps team and utilizing tools like Splunk and Azure App Insights for effective implementation oversight.
• Support performance testing using JMeter and Dynatrace, ensuring that test plans accurately simulate live production traffic for new implementations.

• Over 5 years of experience in software engineering design and architecture.
• 3+ years of experience with Google Dialogflow CX and large language models (LLM).
• At least 2 years of expertise in Azure Cloud resources and services.
• 2+ years of experience in web service integration.
• Knowledgeable in IVR/bot systems and orchestration rules.
• Familiarity with security protocols.
• Experience with performance testing tools, such as JMeter and Dynatrace.
• Proficient in managing the transfer and storage of conversational data between platforms.
• Hands-on experience designing call flows using visual iDraw.
• Exceptional design and documentation skills tailored to meet the specific business needs of enterprise solutions.

Nice to have:

• Experience in data journey mapping and backend interaction design.
• Proficiency in creating detailed API documentation (request/response formats, DTOs).

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. 
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program. 
• 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.