IVR Solutions Architect

IVR Solutions Architect

Remote / Local to Washington, DC Metro Area

Softtek Government Solutions is seeking a highly motivated and experienced IVR Solutions Architect to join our team. You will be responsible for analyzing, planning, designing, architecting, and developing IVR solutions that support large government programs. In this role, you will work closely with program managers, stakeholders, business analysts, developers, ITSM consultants to execute your mission.

Responsibilities:

• Design and architect IVR solutions to meet business requirements and enhance customer experience.
• Collaborate with stakeholders to gather and analyze requirements, ensuring alignment with business objectives.
• Develop detailed IVR call flows, scripts, and dialogues.
• Oversee the implementation and integration of IVR systems with existing telephony and backend systems.
• Provide technical leadership and guidance to development teams, ensuring best practices and standards are followed.
• Conduct code reviews and ensure the quality of IVR configurations and customizations.
• Troubleshoot and resolve technical issues related to IVR implementations.
• Stay current with industry trends and advancements in IVR technology.
• Mentor and train junior team members on IVR architecture and development.

Qualifications:

• Bachelor's degree in information technology, business, operations or a related field.
• 10+ years of direct related experience.
• US Citizenship or Permanent Residence/Green Card allowed (must live in the USA)
• Proven experience as an IVR Solutions Architect or similar role.
• In-depth knowledge of IVR systems, telephony, and voice application development.
• Strong understanding of IVR architecture, call flow design, and integration capabilities.
• Proficiency in programming languages such as Java, C#, or similar.
• Experience with IVR platforms such as Genesys, Avaya, Cisco, or similar.
• Excellent problem-solving skills and the ability to work independently and as part of a team.
• Strong communication and interpersonal skills.

Preferred Qualifications:

• Experience with speech recognition and text-to-speech technologies.
• Familiarity with VoIP and SIP protocols.
• Certifications related to IVR or telephony systems.
• Prior work experience in Big 4 consulting firm or federal government contractor
• Previous experience working for U.S. Social Security Administration (SSA) programs

Softtek Government Solutions is a professional services firm focused on addressing our nation's most complex threats and challenges. As a small business we're committed to supporting our clients' missions with services delivered by our diverse and experienced staff. With expertise in cybersecurity, emergency preparedness, and public health, our experience base spans federal, state, and local governments, as well as private sector entities.

Softtek Government Solutions encourages collaborative communication and ongoing learning. Some of our benefits include:

• Extensive training programs
• Gym membership reimbursement
• Education reimbursement
• Technology benefits
• Commuter benefits
• Generous paid time off and much more!

Softtek Government Solutions is an Equal Opportunity Employer (EOE)