IVR Application Architect

The IVR Application Architect is a senior technical role, responsible for defining, designing, and guiding the evolution of IVR applications that support large-scale voice contact center environments. The role works closely with IVR Engineers, Product Owners, Project Managers, and cross-functional teams to ensure IVR solutions are scalable, reliable, and aligned with both business and technical requirements.

This position combines architecture ownership with hands-on development and technical leadership. The Architect contributes directly to implementation while setting design standards, guiding best practices, and ensuring consistency across IVR solutions. The role has a direct impact on customer experience by shaping how calls are handled, routed, and optimized across platforms.

Responsibilities:

• Collaborate with Product Owners to define, clarify, and refine technical and non-functional requirements
• Design end-to-end IVR application architectures with a focus on scalability, performance, and reliability
• Define architectural patterns and technical standards for IVR applications within the team
• Lead technical design activities and provide guidance to IVR Engineers and developers
• Perform hands-on development and code reviews to ensure architectural integrity and quality
• Ensure correct application of Object-Oriented Design, Object-Oriented Programming, and design patterns
• Oversee integration of IVR applications with web services and internal systems
• Coordinate with the Project Manager to support planning, estimation, and on-time delivery
• Identify technical risks, performance bottlenecks, and improvement opportunities in IVR solutions
• Support troubleshooting of complex production issues related to IVR and speech technologies