What are the responsibilities and job description for the Voice Engineer position at Optomi?
Optomi, in partnership with our energy client, are seeking an experienced IVR (Interactive Voice Response) Analyst to join their team and make an immediate impact!
This is a 12 month contract that renews annually.
W2 only, no C2C/sponsorship available.
About the Role
We are looking for an experienced IVR Analyst to maintain and optimize our on-prem IVR system, with a planned migration to the cloud in the next couple of years. Our IVR is a 24x7 critical contact channel, and we need a self-sufficient expert who can hit the ground running.
As an IVR Analyst, you will be responsible for ensuring high availability and performance of the IVR system, troubleshooting issues, and supporting outbound campaigns (voice dialer, SMS, and email). The platform is currently on Nuance and Avaya (Avaya is being phased out) and operates across Kubernetes containers on Linux servers.
If you're skilled in IVR operations, Linux, DevOps pipelines, and have experience working in a highly available, mission-critical environment, we want to hear from you!
Key Responsibilities
- Ensure 24x7 uptime of the IVR platform, troubleshooting and resolving issues proactively.
- Assist in planning and execution of the future IVR cloud migration.
- Manage deployments through CI/CD pipelines for IVR applications.
- Maintain and optimize Linux servers and containerized applications on Kubernetes.
- Support voice dialer, SMS, and email campaign functionalities.
- Work closely with vendors and internal teams to enhance IVR performance.
Must-Have Skills
- 5 years of IVR experience (Nuance, Avaya preferred)
- Strong knowledge of Linux servers & DevOps pipelines for code deployments
- Experience in IVR operations & troubleshooting in a 24x7 environment
- Familiarity with Kubernetes & containerized applications
- Ability to work independently and support critical business operations
Nice-to-Have Skills
- Experience with Smallfox or similar platforms
- Hands-on experience with cloud IVR migration
About the Team
You’ll be joining a lean, high-impact team responsible for IVR operations and outbound customer communications.
- First-line support for outbound communications
- Work closely with vendors for enhancements
- Collaboration with tech leads in a one-step interview process
