Source description
About the role
100% remote
Telephony/IVR Assessment Architect
Must Haves
In-depth experience with telephony systems such as Spice, Nice, and CX1
Expertise in IVR architecture, including routing logic and customer flow design
Ability to assess, document, and recommend improvements in IVR setups
Experience identifying gaps in telephony platform capabilities
Familiarity with CX1 advanced features and integrations
Experience with CRM platforms and telephony integration points
Past work in large contact center environments
Day-to-Day
Perform deep-dive assessments of current telephony and IVR systems
Document existing IVR architecture, flows, and decision logic
Identify and present recommendations for platform or configuration improvements
Evaluate usage of CX1 features, including IVR routing and CRM integrations
Collaborate with engineering and operations to define roadmap changes
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