MResult - IVR Lead/Architect

Job Title : IVR Lead/Architect

Location : Bangalore/Mangalore

Type : Fulltime

Why MResult ?

- Collaborate with business stakeholders and technical teams to define requirements and

deliver intuitive self-service experiences.

- Ensure integration of IVR systems with telephony, CRM, and backend data sources.

- Oversee testing, QA, and documentation for all IVR-related projects.

- Continuously optimize IVR flows based on analytics and user feedback.

- This role is ideal for a technically skilled leader who thrives at the intersection of customer experience, automation, and conversational AI.

Primary Skills (Must Have) :

- IVR System Design & Development : Proven experience in designing, implementing, and

maintaining IVR solutions, including call flow mapping, script writing, and menu optimization.

- Voicebot & Chatbot Architecture : Hands-on experience building and integrating conversational bots for voice and text channels.

- Telephony Integration : Deep understanding of telephony platforms (e.g., Genesys Cloud CX, Avaya, Cisco) and integration with CRM and backend systems.

- Speech Technologies : Experience with speech recognition, natural language processing (NLP), and VoiceXML/SRGS standards.

- API Integration : Ability to integrate IVR systems with RESTful APIs and external data sources for dynamic call flows.

- Testing & Quality Assurance : Experience in IVR testing, including test plan creation, execution, and reporting.

- Documentation : Ability to create and maintain clear documentation for IVR flows, scripts, and technical designs.

Secondary Skills (Good to Have) :

- Omni-Channel Experience : Exposure to SMS, email, and chat integrations within contact center environments.

- Cloud Platforms : Familiarity with cloud-based IVR solutions (e.g., Genesys Cloud, Amazon

Lex).

- Analytics : Knowledge of self-service and analytics solutions for speech-based interfaces.

- Methodology : Experience with Agile/Scrum methodologies and project tracking tools (e.g.,

JIRA, Microsoft Project).

- Vendor Management : Experience in managing third-party vendors for IVR and telephony

solutions.

- Automation Tools : Experience with automation and testing tools like Cyara.

Additional Requirements (Must Have)

- Communication Skills : Strong written and verbal communication skills for cross-functional collaboration and client interactions.

- Problem-Solving : Excellent analytical and troubleshooting skills with attention to detail.

- Leadership : Ability to lead technical teams and drive end-to-end IVR solution delivery.

Nice to Have :

- Certifications : Genesys Cloud CX or similar platform certifications.

- Domain Experience : Background in specific domains like insurance or banking.

- UI/UX for Voice : Experience in Voice User Interface (VUI) design and usability best practices.

- Process Improvement : Knowledge of Six Sigma, CMMI, or similar methodologies for process

optimization.

- Multi-vendor Environments : Experience balancing multi-vendor contact center solutions.

Certification : Kore.ai Certification (will be ideal)

Manage, Master, and Maximize with MResult :

MResult is an equal-opportunity employer committed to building an inclusive environment free of discrimination and harassment.