Solutions Architect - IVA

Solutions Architect – IVA About Us: For more than 25 years, Servion has been trusted by customer-centric brands for architecting, implementing, and managing Contact Centers and Customer Experience (CX) solutions. Servion delivers complete solutions for businesses to innovate in providing digital experiences using the best available technologies while maximizing their existing investments. Our 1100 CX professionals apply their passion and deep domain expertise to the entire build-run-optimize solution lifecycle. Servion has helped 600 enterprises across the globe deliver great experiences to their customers, partners, and employees. Position Overview : The Architect position focus is around architecting contact center technologies (includes conversational IVR & IVA Solutions) and solutions for Servion’s customer experience centric enterprise customers. Technical Qualifications

• 8+ years working in Information Technology, preferably with experience implementing large-scale complex contact center initiatives on a global / enterprise level
• 5+ years’ contact center architecture experience using various contact center toolsets (IVA using any of IVA solutions like Google, Nuance, AWS) at various industry levels, Telco experience is an added plus.
• Architect and design IVA solutions using Nuance Mix/Google GDF CX/ AWS Lex/ Microsoft Copilot Voice and Genesys Cloud CX.
• Develop migration strategies to transition from DTMF-based IVR systems to IVA solutions.
• Create scalable and secure architectures that enhance customer engagement and satisfaction.
• Lead the end-to-end deployment of IVA solutions, ensuring seamless integration with existing systems.
• Collaborate with development teams to customize and optimize IVA functionalities.
• Ensure solutions comply with industry standards and best practices.
• Create comprehensive solution design documents, technical specifications, and user guides like HLD, LLD as applicable.
• Maintain accurate documentation for future reference and training purposes.
• Strong understanding of CX strategies, conversational AI, and natural language processing (NLP)
• Experience working with enterprise large scale contact centre technology stack and design/documents solutions & integrations
• Relevant experience in any of the bot platform like GDF/Lex is must.
• Have experience working on integration with 3rd party APIs and CRM with the IVA/IVR systems.
• have knowledge on secure coding practices and working knowledge on compliances like PCIDSS
• Good understanding of cloud computing platform and the associated CI/CD automation patterns helpful