Technical Specialist/Scientist 3

IVR/IVA Platform & Migration Specialist

Company: LeadStack Inc.
Experience: 4+ Years
Education: Bachelor's Degree
Duration -12 months
Location-2244 Walnut Grove Ave, Rosemead, CA 91770
Employment Type: Contract
Job Type: Technology / Contact Center / IVR & IVA

About LeadStack Inc.

LeadStack Inc. is an award-winning, rapidly growing, certified minority-owned (MBE) staffing services provider specializing in contingent workforce solutions. We partner with some of the world's leading Fortune 500 organizations to deliver high-quality talent and workforce solutions.

Position Overview

We are seeking an experiencedIVR/IVA Platform & Migration Specialist to lead the analysis, configuration, modernization, and migration of customer journeys from legacy IVR platforms to modern IVA (Intelligent Virtual Assistant) solutions.

The ideal candidate will have strong hands-on experience withenterprise IVR platforms, telephony, contact-center routing, IVR configuration, platform migration, integrations, and troubleshooting.

This role will analyze existing IVR applications, call flows, prompts, routing logic, integrations, data dependencies, and undocumented platform behavior, and translate approved requirements into detailed configuration and migration plans.

Key Responsibilities

• Analyze and document existing IVR applications, call flows, routing, transfers, prompts, variables, integrations, and error-handling logic.
• Identify legacy logic, undocumented behavior, dependencies, and platform limitations.
• Analyze existing IVR journeys and determine opportunities forretention, redesign, consolidation, or retirement.
• Define configuration requirements including routing treatments, variables, prompts, integrations, and operational controls.
• Create detailedIVR-to-IVA migration mappings and migration plans.
• Support deployment, cutover, rollback, stabilization, and post-migration validation.
• Analyze telephony, queueing, transfer, and contact-center integration requirements.
• Troubleshoot issues across telephony, routing, platform configuration, data, and integrations.
• Develop and execute platform-focused testing for IVR/IVA migrations.
• Work closely with Product, Business, Engineering, Architecture, Telephony, and Operations teams.
• Support integration with enterprise systems, APIs, databases, and customer-service platforms.
• Create technical documentation, support procedures, and knowledge-transfer materials.
• Participate in production stabilization and post-migration support.

Required Qualifications

• 3–5+ years of hands-on experience with enterprise IVR, IVA, voice self-service, contact-center, or related platforms.
• Experience migratingdeterministic IVR journeys to NLU, Generative AI, or Agentic IVA platforms.
• Strong experience analyzing and/or configuring complex IVR call flows.
• Experience with IVR modernization, platform migration, replacement, or transformation initiatives.
• Strong understanding of:
  • Telephony
  • Call routing
  • Queues
  • Transfers
  • DTMF
  • Speech recognition
  • No-input / no-match handling
  • Fallback behavior
• Experience working with IVR/IVA or contact-center platforms.
• Working knowledge ofAPIs, relational databases, data mapping, and enterprise integrations.
• Ability to identify embedded platform logic and undocumented configuration behavior.
• Strong troubleshooting skills across telephony, routing, configuration, data, and integration layers.
• Experience with platform testing, cutover, rollback, and production stabilization.
• Strong communication skills with the ability to explain technical platform concepts to business, product, testing, and operations teams.
• Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or a related field.

Preferred Qualifications

• Experience integrating IVR/IVA with:
  • CRM systems
  • Customer information systems
  • Authentication platforms
  • Billing/payment systems
  • Service-order systems
  • Outage management systems
• Familiarity with contact-center analytics and operational monitoring.
• Experience working inhigh-availability or regulated customer-service environments.
• Experience working with implementation vendors and distributed technical teams.