SW/App/Cloud Tech Support Analyst - Voice

About the role

Tech for Operations - IT Service Management (ITSM)

What you'll do

• 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

What you need

• 3–5 yrs of experience
• Troubleshooting
• NLP
• CRM
• Test cases
• Preventive maintenance
• Any graduate