The IVR Platform Manager will own the end-to-end strategy, delivery, and ongoing optimisation of the company’s Interactive Voice Response (IVR) and voice-based self-service platforms. This role is critical in transforming the guest contact experience from traditional menu-driven IVR to modern, intent-based conversational voice solutions powered by AI and Natural Language Processing.
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The successful candidate will act as the product owner for voice self-service, focusing on designing intuitive guest journeys, expanding self-service use cases, and continuously analysing performance to ensure high containment, low failure rates, and a seamless guest experience.
Key Responsibilities:
- Own the end-to-end guest voice journey, analysing customer interactions with the IVR, identifying drop-off points and failure scenarios, and seeking opportunities to improve containment and satisfaction.
- Design, implement, and continuously optimise conversational IVR and voicebot experiences, leveraging AI and Natural Language Understanding to replace traditional menu-based flows.
- Define and manage the IVR product roadmap, ensuring alignment with guest and business needs.
- Conduct detailed performance analysis, monitoring the overall effectiveness of the voice platform and making measurable improvements in self-service adoption and guest experience.
- Maintain hands-on ownership of IVR configuration and tuning.
- Collaborate with various stakeholders to translate business and guest requirements into technical solutions.
- Oversee testing, deployment, and ongoing optimisation of IVR releases.
Education & Experience:
- Bachelor’s degree in Information Technology, Digital Transformation, Engineering, Business, or a related discipline.
- Minimum of 5 years’ experience in owning or delivering IVR/voice platforms in a high-volume, consumer-facing environment.
- Demonstrated experience in implementing or optimising conversational IVR or voicebot solutions.
- Strong hands-on experience with leading IVR and voice platforms such as Genesys, NICE, Avaya, Cisco, or Amazon Connect.
- Working knowledge of IVR scripting and configuration (e.g., VoiceXML, Java, Python).
- Strong analytical skills with the ability to diagnose performance issues and translate data into actionable improvements.
- Excellent stakeholder management and communication skills.
Language Requirements:
Fluency in English is required; additional languages may be an asset.
About the company:
The company, the national airline of the UAE, was formed in 2003 and quickly became a leading airline internationally. Based in Abu Dhabi, the company operates numerous passenger and cargo destinations. The airline has received many awards for its quality service and aims to double its fleet size and triple its number of customers over the next six years.
