IVR and Telephony Senior Analyst

We are seeking highly capable and experienced Program Managers to drive the end-to-end delivery of features and functionality within our Next-Generation IVR and Telephony Routing initiatives. This role is critical in translating business needs into technical requirements, serving as a vital liaison between our business partners and technology teams. The successful candidate will be responsible for designing and documenting requirements for solutions leveraging cutting-edge technologies like Generative AI (Gen AI), Large Language Models (LLMs), Speech-to-Text (STT), and Text-to-Speech (TTS) to revolutionize our customer interaction capabilities. This position requires hands-on experience in IVR and/or Telephony Routing environments, with a focus on delivering innovative and efficient features across multiple lines of business.

Core Objectives

• End-to-End Feature Ownership: Own the full lifecycle delivery of next-generation IVR and telephony features, from concept through production deployment.

• Business–Technology Partnership: Serve as the primary bridge between business stakeholders and technology teams to ensure clear requirements, aligned solutions, and timely decision-making.

• Requirements Design & Documentation: Lead the definition and documentation of detailed functional and non-functional requirements for IVR and telephony capabilities.

• AI-Driven Self-Service Acceleration: Deliver capabilities that increase adoption of AI-powered IVR self-service and improve call containment.

• Intelligent Routing Optimization: Design and implement advanced routing strategies to improve efficiency, customer resolution, and operational outcomes.

• Voice Channel Innovation: Enable personalized, AI-driven voice experiences that materially enhance the customer journey.

Responsibilities:

• Manage the end-to-end development lifecycle for IVR and telephony features, including ideation, requirements, build, testing, launch, and post-release optimization.

• Ensure delivered features meet business objectives, performance targets, and align with the next-generation IVR roadmap.

• Partner with stakeholders across Credit, Collections, Customer Service, Fraud, and Core Operations to elicit, analyze, and document business needs.

• Translate complex business problems into clear, actionable technical specifications with emphasis on GenAI, LLM, STT/ASR, and TTS integrations.

• Act as the single point of accountability for cross-functional alignment between business and technology teams.

• Facilitate working sessions and design workshops to drive requirements clarity, resolve trade-offs, and accelerate decisions.

• Coordinate deliverables, manage dependencies, and track progress to ensure predictable, on-time delivery.

• Monitor post-launch performance, assess customer and operational impact, and identify continuous improvement opportunities.

• Partner with internal engineering teams and external vendors to evaluate feasibility, assess solution options, and ensure successful implementation.

• Support the evaluation and adoption of emerging AI and voice platform technologies.

• Proactively identify, escalate, and mitigate delivery, technology, and production risks in partnership with Technology and Operations teams.

Qualifications:

• 3–5+ years of hands-on experience in IVR or telephony routing, with strong knowledge of contact center operations, call flow design, and routing strategies.

• Demonstrated success acting as a business–technology liaison for complex, enterprise-scale platforms.

• Strong understanding of modern IVR ecosystems, including Generative AI, LLMs, STT/ASR, and TTS integrations.

• Proven ability to deliver features across multiple lines of business in a matrixed environment.

• Excellent analytical, communication, and stakeholder management skills.

• Highly organized, proactive, and comfortable operating in a fast-paced, change-driven environment.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.