- Kolkata, West Bengal, India
- 3–5 years
Support analyst responsible for voice and conversational solutions across IVR and IVA platforms.
Responsibilities
- Design and configure IVR call flows, menus, prompts, routing logic, queue treatments, business-hours rules, and transfer paths across contact center platforms.
- Design, develop, and maintain IVA applications using natural language processing, conversational AI, and automation technologies.
- Translate business and operational use cases into customer-focused call flows, intents, entities, dialogue paths, exception handling, and escalation journeys.
- Create and maintain solution designs, call-flow diagrams, conversation designs, and support technical documentation.
- Integrate IVR and IVA solutions with APIs, CRM platforms, telephony services, databases, authentication services, and other enterprise or third-party systems.