New York Technology Partners

Compensation

Full Description

Job Summary: We are seeking an experienced IVR Architect to lead the modernization and migration of legacy IVR/VXML applications to cloud-native conversational AI platforms such as Microsoft Dynamics 365 Contact Center, Google Dialogflow CX, Kore.ai, or Amazon Lex. This role requires a strategic thinker with deep technical expertise in IVR architecture, conversational AI, and scalable enterprise voice solutions. Key Responsibilities: • Define and drive solution architecture for migrating legacy IVR/VXML systems to modern cloud-based conversational AI platforms. • Design and implement reusable IVR components such as authentication, error handling, and prompt management to standardize development and ensure consistency across applications. • Develop and maintain a modular IVR component library to support scalable, maintainable, and reusable conversational flows. • Lead architecture design sessions and produce comprehensive architecture deliverables including high-level and detailed diagrams, integration blueprints, and deployment models. • Establish governance and best practices for the development, deployment, and monitoring of conversational AI solutions. • Collaborate with development teams to ensure best practices in scalability, performance, and security are followed throughout the solution lifecycle. • Provide technical leadership, mentorship, and hands-on guidance to cross-functional teams during implementation and migration phases. Required Skills & Experience: • 8 12+ years of experience in IVR and Contact Center architecture. • Strong background in VXML, IVR design, and telephony integration (SIP, RTP, PSTN). • Proven experience with cloud conversational AI platforms Microsoft Dynamics 365 Contact Center, Google Dialogflow CX, Kore.ai, or Amazon Lex. • Expertise in contact center integrations, API design, and microservice-based architectures. • Experience designing and implementing authentication, error handling, and reusable IVR frameworks. • Understanding of security and compliance for conversational applications (data privacy, PII protection, encryption). • Familiarity with CI/CD pipelines, automated testing frameworks, and monitoring tools for voice applications. • Excellent communication and documentation skills; ability to present complex solutions clearly to both technical and non-technical stakeholders. Preferred Qualifications: • Experience integrating conversational AI with CRMs or ERP systems (e.g., Dynamics 365, Salesforce). • Hands-on experience with speech recognition (ASR/TTS) technologies. • Exposure to contact center platforms (Genesys, Avaya, NICE CXone, Five9, etc.). • Cloud certifications (Azure, AWS, or Google Cloud) are a plus.