IVR/VUI Analyst

Job Summary :

We are looking for a highly experienced IVR VUI Analyst / BA-Developer Hybrid to join our team. This unique role blends business analysis with hands-on development and requires deep expertise in IVR (Interactive Voice Response) systems and Voice User Interface (VUI) design. The ideal candidate will be responsible for both enhancing existing IVR experiences and building new conversational voice flows from the ground up.

This position is ideal for someone who enjoys bridging the gap between business needs and technical solutions in the voice technology space, with the added advantage of using AI-powered tools to streamline

development and prototyping.

Key Responsibilities :

- Design intuitive and user-friendly IVR/VUI call flows tailored to customer journey requirements

- Develop and enhance IVR solutions across platforms like Cisco CVP, ICM/UCCE, UCCX, or similar systems

- Act as a hybrid BA/Developer conduct stakeholder interviews, define business and functional requirements, and translate them into voice UI specifications

- Collaborate with UX, QA, and engineering teams to develop, test, and optimize voice interactions

- Prototype, configure, and maintain voice applications using modern tools and scripting environments

- Leverage AI tools (e.g., GitHub Copilot, Conversational AI builders) to automate and accelerate development of conversational designs

- Maintain clear and comprehensive documentation of call flows, logic trees, prompt libraries, and system behavior

- Analyze usage data and user feedback to refine and continuously improve IVR/VUI systems

Required Skills & Qualifications :

- Minimum 10 years of experience in IVR/VUI design and development

- Proven ability to function as both Business Analyst and Developer in a hybrid role

- Expertise in Cisco Contact Center platforms: CVP, ICM, UCCE/UCCX

- Experience with tools like Nuance, Genesys, Twilio, Amazon Connect, or similar voice platforms is a plus

- Strong understanding of voice interaction design principles, usability, and conversational design best practices

- Familiarity with AI tools such as GitHub CoPilot, Dialogflow, Voiceflow, or Rasa is highly desirable

- Excellent verbal and written communication skills; ability to convey complex logic to both technical and

non-technical stakeholders

- Experience in Agile development environments and tools like JIRA, Confluence, etc.

Nice to Have :

- Background in linguistics, cognitive science, or human-computer interaction (HCI)

- Experience with speech recognition tuning and prompt optimization

- Knowledge of contact center reporting and analytics tools