Technical Specialist

Technical Specialist/Scientist

Location: Rosemead, CA

Onsite Flexibility: Hybrid - Onsite Tuesdays and Wednesdays

Contract Details

• Position Type: Contract
• Contract Duration: 12 months
• Pay Rate: $16.00-$48.18 / Hour (USD)
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

This role leads discovery, configuration analysis, telephony/routing design, and migration of customer journeys from legacy IVR platforms to IVA solutions . The Technical Specialist/Scientist analyzes existing call flows, prompts, integrations, data dependencies, and routing logic, then translates approved requirements into platform-specific configuration and migration plans.

The primary objective is to determine how the current IVR operates, identify all platform and telephony dependencies, and ensure approved customer journeys are successfully configured and migrated to the target IVA platform.

Key Responsibilities

• Analyze and document existing IVR applications, call flows, routing, transfers, prompts, variables, integrations, and error handling.
• Identify legacy logic, undocumented behavior, dependencies, and platform constraints.
• Define configuration requirements, routing treatments, variables, prompts, integrations, and operational controls.
• Create IVR-to-IVA migration mappings and recommend retention, redesign, consolidation, or retirement of legacy functionality.
• Support deployment, cutover, rollback, stabilization, and post-migration validation.
• Analyze telephony, queueing, transfer, and contact-center integration requirements.
• Collaborate with Product, BA, Engineering, Architecture, Telephony, and Operations teams.
• Develop and execute platform-focused testing; troubleshoot routing, configuration, integration, and migration issues.
• Produce platform documentation, support procedures, and knowledge-transfer materials.

Required Skills

• 3-5 years of hands-on experience with enterprise IVR, IVA, voice self-service, contact-center, or related platforms.
• Experience migrating deterministic IVR journeys to NLU, generative AI, or agentic IVA platforms.
• Experience with the IVR, IVA, telephony, or contact-center platforms used by the organization.
• Demonstrated experience analyzing or configuring complex IVR call flows.
• Strong understanding of telephony, routing, queues, transfers, DTMF, speech recognition, no-input, no-match, and fallback behavior.
• Experience supporting IVR modernization, platform migration, or replacement.
• Working knowledge of relational databases, data mappings, APIs, and enterprise integrations.
• Experience identifying embedded platform logic and undocumented configuration behavior.
• Strong troubleshooting skills across telephony, routing, platform configuration, data, and integration layers.
• Experience supporting platform-specific testing, cutover, rollback, and production stabilization.
• Ability to communicate platform concepts to product, business, testing, and operational stakeholders.

Preferred Skills

• Familiarity with CRM, customer-information, authentication, billing, payment, outage, service-order, or related customer-service integrations.
• Familiarity with contact-center analytics and operational monitoring.
• Experience in a regulated or high-availability customer-service environment.
• Experience working with implementation vendors and distributed technical teams.

Education Requirements

• Bachelor's Degree required.

Required Experience

• 3-5 years of hands-on experience with enterprise IVR, IVA, voice self-service, contact-center, or related platforms.

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client

This client is a major investor-owned electric utility that has been delivering power across Central, Coastal, and Southern California for nearly 140 years. Serving approximately 15 million people across a 50,000 square-mile service territory, it ranks among the largest electric utilities in the United States and is a central force in the nation's clean energy transition. The organization is actively investing in grid modernization, energy storage, transportation electrification, and distributed energy resources, with professionals including engineers, project managers, data scientists, and operations specialists working to build the infrastructure that will define energy generation and distribution for the next half-century.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-11019

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