Technical Operations & IVR Integration Specialist

Experience: 25 Years

Job Purpose

We are looking for a hands-on Technical Operations professional to support IVR, Voice, AI, API integrations, databases and communication platforms. The candidate should be able to troubleshoot day-to-day technical issues, work with AI-based voice solutions, coordinate with development and telecom teams, and support production operations.

Key Responsibilities

1. IVR & Voice Core Responsibility

• Work with IVR and Voice Broadcasting platforms.
• Basic hands-on understanding of FreeSWITCH / Asterisk.
• Understand SIP, RTP, SIP Trunks, gateways and basic voice call flow.
• Monitor outbound calls, concurrent calls, CPS, call failures and call quality.
• Troubleshoot common issues related to:
• Call connectivity
• Voice delay
• Audio cutting / one-way audio
• DTMF
• SIP registration
• RTP/audio flow
• Coordinate with telecom/SIP providers for connectivity and call-related issues.
• Support large-scale outbound calling and IVR campaigns.

2. AI & Voice AI Core Responsibility

• Support integration of AI-based Voice/IVR solutions.
• Work with AI voice agents for automated conversations and interactive calling.
• Integrate Speech-to-Text (STT), Text-to-Speech (TTS) and AI APIs with IVR/Voice platforms.
• Work with AI platforms and APIs such as OpenAI, ElevenLabs or similar services.
• Support AI-powered conversational IVR and automated call workflows.
• Test AI voice quality, response accuracy, latency and call flow.
• Configure and test AI prompts, questions and conversation flows.
• Analyse AI call conversations and identify incorrect responses or workflow issues.
• Support AI-based call classification, response analysis and data extraction.
• Coordinate with developers to troubleshoot AI API, audio streaming and integration issues.
• Understand basic concepts of LLM, conversational AI, STT, TTS and prompt-based workflows.

3. API & Integrations – Core Responsibility

• Understand and troubleshoot REST APIs, Webhooks and API integrations.
• Work with third-party Voice, SMS, WhatsApp and AI APIs.
• Test APIs using tools such as Postman.
• Understand API requests, responses, authentication and error handling.
• Troubleshoot issues between applications, APIs and external service providers.
• Coordinate with developers for API-related issues and enhancements.
• Support integrations between IVR platforms, AI services, databases and external systems.

4. Communication Platforms

• Support Voice, SMS and WhatsApp platforms.
• Understand basic WhatsApp/WABA and messaging API workflows.
• Troubleshoot campaign, delivery and integration-related issues.
• Support configuration and testing of communication services.

5. Database & Data Support

• Basic to intermediate knowledge of MySQL / MariaDB / PostgreSQL.
• Write SQL queries for data extraction and troubleshooting.
• Understand tables, joins, filters and aggregations.
• Perform basic database troubleshooting and data validation.
• Handle CSV/Excel data imports and exports.
• Support IVR, AI call data and campaign reporting.

6. Basic AWS & Linux Support

• Basic working knowledge of AWS EC2, S3 and RDS.
• Basic Linux server knowledge.
• Able to check CPU, RAM, disk space and application status.
• Understand basic Linux commands and log checking.
• Basic knowledge of Apache and application services.
• Coordinate with senior technical resources for advanced infrastructure issues.

7. Application & Production Support

• Monitor applications and identify production issues.
• Check application logs and identify basic errors.
• Perform initial troubleshooting before escalation.
• Coordinate with developers, database teams, telecom providers and AI/API vendors.
• Support testing and production releases.
• Maintain technical documentation and troubleshooting procedures.

Required Skills

• IVR / Voice / Telephony understanding
• FreeSWITCH or Asterisk – basic hands-on experience
• SIP / RTP / SIP Trunk fundamentals
• REST APIs & Webhooks
• API testing using Postman
• Basic AI / Voice AI understanding
• STT / TTS concepts
• MySQL / MariaDB / PostgreSQL
• Basic Linux
• Basic AWS
• Good troubleshooting and analytical skills

Good to Have:

• OpenAI / ElevenLabs or similar AI API experience
• AI voice agent experience
• SMS / WhatsApp / WABA integrations
• Node.js or PHP application understanding
• Python scripting
• Power BI
• Experience with telecom/voice service providers

Communication Skills

• English – Good communication skills
• Hindi – Preferred
• Telugu – Added advantage

Ideal Candidate

• The candidate should be a hands-on technical problem solver who is comfortable working across Voice, IVR, AI, APIs, databases and applications.
• They should be able to understand the complete workflow:

IVR Voice/SIP AI/STT/TTS API Application Database Analytics/Reports.

and identify where an issue is occurring before coordinating with the relevant technical team.

Experience

• 2–5 years of relevant experience in Technical Support, Application Support, IVR/Voice, API Integration, Telecom, AI/Voice AI or similar technical operations roles.
• Candidates with practical experience in IVR/Voice + API + AI integrations will be given preference.