IVR Platform Manager

Design, implement, and continuously optimise conversational IVR and voicebot experiences, leveraging AI and Natural Language Understanding to replace traditional menu-based flows. Bachelor's degree in Information Technology, Digital Transformation, Engineering, Business, or a related discipline. Minimum 5 years' experience owning or delivering IVR / voice platforms in a high-volume, consumer-facing environment (airline, travel, hospitality, telecoms, financial services, or similar B2C industries strongly preferred). Demonstrated experience implementing or optimising intent-based, conversational IVR or voicebot solutions, ideally within large-scale contact centres (2M+ calls per year). Strong hands-on experience with leading IVR and voice platforms such as Genesys, NICE, Avaya, Cisco, Amazon Connect, or equivalent. Working knowledge of IVR scripting and configuration (e.g. VoiceXML, Java, Python, or proprietary tooling); development background advantageous but not essential. Highly analytical mindset with proven ability to diagnose performance issues, validate AI accuracy, and translate data into actionable improvements. Solid understanding of contact centre operations, call routing, telephony concepts, and end-to-end customer journeys. Excellent stakeholder management and communication skills, with the ability to explain technical concepts to non-technical audiences and confidently challenge delivery assumptions.