Senior Telephony & IVR Architect

Selene Finance LP; Dallas (TX); On-site; USD 100,000 - 150,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Medical, Dental & Vision

Employee Assistance Program

Health Savings Account

Matching 401(k) Plan

Job summary

Selene Holdings seeks a Senior Telephony Analyst to design, administer, and optimize its contact center technology environment. You will integrate IVR/IVA, call routing, and dialer strategies to improve borrower experiences and efficiency.

The role requires deep expertise in telephony systems, IVA technologies, and contact center operations, partnering with Operations, Technology, and Business stakeholders to deliver scalable, compliant solutions.

Qualifications

• Minimum 5 years in a Contact Center, Telephony Engineering, Contact Center Technology, Workforce Management, or Customer Experience environment.
• Experience administering enterprise telephony platforms such as Alvaria Cloud, Genesys Cloud, NICE, Five9, Amazon Connect, or similar technologies.
• Direct experience designing, supporting, or managing IVR (Interactive Voice Response) systems.
• Experience implementing, supporting, or optimizing Intelligent Virtual Assistant (IVA), conversational AI, chatbot, or voice automation technologies.
• Experience managing inbound and outbound call-routing strategies, queue design, and routing logic.

Responsibilities

• Serve as the primary administrator for Selene’s contact center platforms, including Alvaria Cloud, dialer campaigns, inbound queue management, call routing strategies, and IVR systems.
• Design, configure, maintain, and optimize inbound and outbound call-routing solutions to improve efficiency and compliance.
• Manage and support IVA technologies, including implementation, configuration, troubleshooting, and optimization.
• Provide on-demand technical support and consultation to business teams using IVR, IVA, and contact center technologies.
• Partner with internal teams, vendors, and stakeholders to identify opportunities for platform enhancements and automation.

Skills

Telephony engineering

IVR development

IVA / Conversational AI

Call routing design

Data analysis

Reporting

Excel

Tools

Alvaria Cloud

Genesys Cloud

NICE

Five9

Amazon Connect

Job description

Selene Holdings seeks a Senior Telephony Analyst to design, administer, and optimize its contact center technology environment. You will integrate IVR/IVA, call routing, and dialer strategies to improve borrower experiences and efficiency.

The role requires deep expertise in telephony systems, IVA technologies, and contact center operations, partnering with Operations, Technology, and Business stakeholders to deliver scalable, compliant solutions.