8 Ivr Systems Jobs

As a Lead IVR Systems Manager at our company, you will play a crucial role in planning, developing, deploying, and optimizing IVR systems. You will collaborate with product owners, designers, and business stakeholders to define IVR requirements and translate them into technical deliverables. Working closely with development teams, you will ensure timely delivery and alignment with technical standards. Managing project scope, timelines, resource allocation, and risks across multiple IVR initiatives will be key responsibilities. Your role will also involve defining and monitoring success metrics such as call containment, transfer rates, resolution rates, customer satisfaction, and error rates. You will oversee IVR testing and ensure production readiness. Driving continuous improvement, you will ensure that IVR systems evolve with business needs, regulatory requirements, and new technologies such as AI, NLP, and speech-to-text. Additionally, you will coordinate with vendors, telecom partners, and platform providers as needed. Your ability to prepare regular updates and reports for leadership on project health, risks, dependencies, and outcomes will be crucial in this role. To excel in this position, you should hold a Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field (a Master's degree is a plus). With 5-10 years of experience in program/project management, preferably in domains such as telecom, fintech, BPO, or customer experience, you should have a strong understanding of IVR systems, CTI, call routing, and telephony platforms. Experience with AI/ML-based IVR, voice bots, speech recognition, and NLP solutions will be advantageous. You should possess a solid understanding of the software development lifecycle, Agile/Scrum methodologies, and project management tools such as JIRA and MS Project. Excellent communication, stakeholder management, and coordination skills are essential for success in this role. An analytical mindset, the ability to interpret data, and manage multiple projects simultaneously in a fast-paced environment will also be beneficial. Joining our team will offer you a collaborative and output-driven environment that fosters cohesion across businesses through technology. You will have the opportunity to increase cross-sell opportunities, receive feedback from peer teams, and earn respect through your contributions. We believe in creating wealth for the right fit, and with our vast user base and ecosystem data, we are committed to democratizing credit for deserving consumers and merchants. This is your chance to be a part of India's largest digital lending story.,

As a Lead IVR Systems Manager, you will play a crucial role in planning, developing, deploying, and optimizing IVR systems. You will be responsible for collaborating with product owners, designers, and business stakeholders to define IVR requirements and translate them into technical deliverables. Your key responsibilities will include managing project scope, timelines, resource allocation, and risks across multiple IVR initiatives. Additionally, you will define and monitor success metrics such as call containment, transfer rates, resolution rates, customer satisfaction, and error rates. You will oversee IVR testing, ensuring production readiness, and driving continuous improvement to ensure IVR systems evolve with business needs, regulatory requirements, and new technologies such as AI, NLP, and speech-to-text. Furthermore, you will coordinate with vendors, telecom partners, and platform providers as needed and prepare regular updates and reports for leadership on project health, risks, dependencies, and outcomes. To excel in this role, you should possess a Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field (a Master's degree is a plus) along with 5-10 years of experience in program/project management, preferably in the telecom, fintech, BPO, or customer experience domains. A strong understanding of IVR systems, CTI, call routing, and telephony platforms is essential, with experience in AI/ML-based IVR, voice bots, speech recognition, and NLP solutions being advantageous. You should also have a solid grasp of the software development lifecycle, Agile/Scrum methodologies, and project management tools such as JIRA and MS Project. Excellent communication, stakeholder management, and cross-functional coordination skills are essential for success in this role. An analytical mindset with the ability to interpret data and derive insights, along with the capability to manage multiple projects simultaneously in a fast-paced environment, will be beneficial. Join us in this collaborative, output-driven program that aims to bring cohesiveness across businesses through technology. You will have the opportunity to increase cross-sell opportunities, receive feedback from peer teams, and earn respect through your support of their goals. If you are the right fit, we believe in creating wealth for you. With over 500 million registered users, 21 million merchants, and a wealth of data in our ecosystem, we are uniquely positioned to democratize credit for deserving consumers and merchants. Join us in India's largest digital lending story and be a part of our exciting journey!,

Key Responsibilities Verify patient insurance eligibility and benefits via payer portals, IVR, and live calls. Confirm policy details: coverage status, co-pays, deductibles, co-insurance, out-of-pocket limits, and prior authorization requirements. Document verification results accurately in client systems or EMRs. Coordinate with internal billing and coding teams to ensure clean claims submission. Update payer and patient details based on verification findings. Follow HIPAA and data security guidelines at all times. Meet daily productivity and accuracy targets. Escalate discrepancies or issues to the supervisor promptly. Qualifications & Skills Graduate in any stream (preferred: commerce, life sciences, or healthcare). 12 years of experience in U.S. healthcare insurance verification (preferred). Familiarity with payer portals (e.g., Availity, Navinet) and IVR systems. Knowledge of major U.S. insurance companies (Medicare, Medicaid, BCBS, UHC, Aetna, etc.). Good English communication and comprehension skills. Proficiency in MS Office and basic medical terminology. Ability to work in night shifts or U.S. time zones (if applicable). Preferred Attributes Prior experience in EV, BV, or prior authorization process. Team player with strong attention to detail and time management. Experience with EMR systems like eClinicalWorks, Epic, or Kareo is a plus.

Note: less-than 6+ years profiles will be rejected. Work from office Face to face interview only. Required Skills and Experience: Strong hands-on experience with ServiceNow (especially CSM, EDM, and integrations). Experience working with IVR systems (e.g., Genesys, Avaya, Cisco, Amazon Connect). Solid understanding of Enterprise Data Management (EDM) principles, data modeling, and metadata management. Familiarity with REST/SOAP APIs , JSON/XML , and system integrations. Strong analytical, communication, and documentation skills. Experience working in Agile/Scrum environments. Preferred Qualifications: ServiceNow certifications (e.g., CSA, CIS-CSM, or CIS-ITSM). Experience with voice bots, AI-powered IVR, or conversational IVR technologies. Exposure to data governance frameworks and tools (e.g., Collibra, Informatica). Background in Telecom, Finance, or IT Services industry.

Lead WFM strategy for OMNI channel migration; optimize call routing using Amazon Connect; ensure real-time traffic management and service level adherence across contact centers. Strong analytical, communication, and collaboration abilities. Required Candidate profile Experienced in WFM, call routing (Amazon Connect), capacity planning, IVR; strong analytical, communication skills; Bachelor's required, MBA/MS preferred, project management a plus.

Role Overview: The L2 Engineers provide frontline support for incident resolution, ticket triage, call routing issues, IVR updates, and MACD (Move, Add, Change, Delete) tasks . Operating in a 24x7 environment , they ensure seamless service operations and user support. Key Responsibilities: Monitor and manage Amazon Connect environments for performance issues, alerts, and service degradations. Handle ticket triage, initial troubleshooting, and resolution of standard incidents . Manage IVR updates, call routing configurations, and number provisioning to optimize contact flows. Execute MACD tasks , including user provisioning, permission management, and skill group adjustments. Escalate complex issues to the NOC Lead (L3 Engineer) or Cloud & Security Engineer when necessary. Provide real-time support to resolve technical and operational challenges efficiently. Maintain and update knowledge base documentation, SOPs, and best practices . Collaborate with automation teams to streamline routine operational tasks. Required Skills & Qualifications: 13 years of experience in technical support, contact center operations, or IT service management . Understanding of Amazon Connect, call flows, IVR systems, and cloud telephony fundamentals . Familiarity with ITIL processes, ticketing tools (ServiceNow, Jira, Zendesk), and incident management workflows . Basic knowledge of VoIP, SIP protocols, and network troubleshooting . Ability to work rotational 24x7 shifts , ensuring uninterrupted service support. Strong communication and problem-solving skills. AWS or ITIL certifications are advantageous. Client Service: • Provide outstanding client service, responding promptly and professionally across communication channels. • Cultivate and maintain long-term client relationships, emphasizing exceptional service and understanding of client needs. Shift timing and working hours: • Night shifts /EST • Monday to Friday Fixed working days Benefits and compensation: Group Health insurance and other benefits. • The Best working culture and growth opportunities. • Learning opportunities in leading technologies • Compensation as per Market Standard

Role Overview: The L2 Engineers provide frontline support for incident resolution, ticket triage, call routing issues, IVR updates, and MACD (Move, Add, Change, Delete) tasks . Operating in a 24x7 environment , they ensure seamless service operations and user support. Key Responsibilities: Monitor and manage Amazon Connect environments for performance issues, alerts, and service degradations. Handle ticket triage, initial troubleshooting, and resolution of standard incidents . Manage IVR updates, call routing configurations, and number provisioning to optimize contact flows. Execute MACD tasks , including user provisioning, permission management, and skill group adjustments. Escalate complex issues to the NOC Lead (L3 Engineer) or Cloud & Security Engineer when necessary. Provide real-time support to resolve technical and operational challenges efficiently. Maintain and update knowledge base documentation, SOPs, and best practices . Collaborate with automation teams to streamline routine operational tasks. Required Skills & Qualifications: 13 years of experience in technical support, contact center operations, or IT service management . Understanding of Amazon Connect, call flows, IVR systems, and cloud telephony fundamentals . Familiarity with ITIL processes, ticketing tools (ServiceNow, Jira, Zendesk), and incident management workflows . Basic knowledge of VoIP, SIP protocols, and network troubleshooting . Ability to work rotational 24x7 shifts , ensuring uninterrupted service support. Strong communication and problem-solving skills. AWS or ITIL certifications are advantageous. Client Service: • Provide outstanding client service, responding promptly and professionally across communication channels. • Cultivate and maintain long-term client relationships, emphasizing exceptional service and understanding of client needs. Shift timing and working hours: • Night shifts /EST • Monday to Friday Fixed working days Benefits and compensation: Group Health insurance and other benefits. • The Best working culture and growth opportunities. • Learning opportunities in leading technologies • Compensation as per Market Standard

We are looking for a highly skilled Conversation Designer to craft engaging and effective conversational experiences for voice assistants. The ideal candidate has a deep understanding of Natural Language Understanding (NLU) concepts, experience of working with Google Platform, strong designer skills. You will work closely with Solution Architects, business stakeholders, and developers to ensure seamless conversational interactions that align with business goals. Key Responsibilities: Design conversational flows for IVR systems using Dialogflow CX, incorporating best practices in UX writing, voice interaction, and call center operations. Create and optimize user journeys, intents, training phrases, entity definitions, and dialog states to support a wide range of user inputs and outcomes. Write natural-sounding, on-brand prompts and responses tailored to voice interactions, ensuring clarity, tone consistency, and accessibility. Collaborate with cross-functional teams (developers, QA, stakeholders) to prototype, test, and iterate on conversation flows. Analyze user behavior and bot performance using analytics tools to identify areas for improvement and suggest enhancements. Develop and maintain conversation design documentation, style guides, and bot persona guidelines. Conduct usability testing and call flow simulations, incorporating user feedback and tuning NLP models to optimize performance. Qualifications 3+ years of experience designing conversational experiences for voice-based bots. Experience working with conversational AI platforms, especially Google Dialogflow. Strong writing skills, with an ability to write natural, human-centric dialogue. Familiarity with call center operations, IVR/ Voice bot logic, and telephony systems (e.g., Twilio, Genesys, Avaya). Proven ability to create engaging and intuitive conversational user experiences using Visio, draw.io or any other suitable tools. Solid understanding of business use cases and the value conversational AI brings to organizations. Basic understanding of NLP concepts, including intents, entities, and training data. Experience conducting UX research or usability testing for voice interfaces is a plus. Comfortable working in Agile/Scrum environments, managing multiple projects, and communicating with technical and non-technical stakeholders. Nice to have: Knowledge of SSML, speech tuning, and TTS/ASR best practices. Basic knowledge on any programming language such as C++, C#, Node.js, or JavaScript. Portfolio showcasing conversational projects, IVR flows, or bot design samples. We offer: Culture of Relentless Performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. Competitive Pay and Benefits : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. Work From Anywhere Culture : make the most of the flexibility that comes with remote work. Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. Global Impact : collaborate on impactful projects for top global clients and shape the future of industries. Welcoming Multicultural Environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. Social Sustainability Values : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. * Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.