Director, Infrastructure – Contact Center Business Analyst

Sutherland

Director, Infrastructure responsible for analyzing complex business requirements and optimizing contact center technology solutions. Collaborating with stakeholders and technical teams to ensure effective system integration.

Posted 7/29/2026full-timeRemote • 🇵🇭 PhilippinesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IVR Voice User Interface design and conversational speech recognition applications, with a strong focus on optimizing user experience and ensuring effective system integration. Proficient in analyzing business requirements and translating them into functional specifications while collaborating with cross-functional teams.

Highest-signal resume keywords

IVR Voice User Interface DesignConversational Speech RecognitionContact Center Technology ExpertiseAnalytical Problem-Solving SkillsTechnical Documentation Creation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IVR DesignSpeech User Interface DesignCall Flow DevelopmentError Recovery StandardsData Driven InteractionsSelf-Service Application DesignFunctional SpecificationsTesting ProceduresPerformance AnalysisMetrics Improvement

Soft Skills

Excellent Communication SkillsInterpersonal AbilitiesOrganizational SkillsAttention to DetailCollaborative Teamwork

Industry Keywords

Contact Center DomainConversational AICTIInteraction RoutingWorkforce ManagementCall RecordingChatOutboundSelf-Service SolutionsVoice User Interface Standards

About the role

Key responsibilities & impact

Serve as a critical bridge between business stakeholders and technical teams, analyzing complex business requirements and translating them into effective system integration solutions.
Play a key role in optimizing data connectivity, improving business processes, and ensuring seamless communication across enterprise applications.
Work closely with customers to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications; and work closely with Project Management and Development teams in the implementation of solutions.
Analyze requirements, developing detailed designs for implementation of technical work, defining implementation and testing procedures.
Design the IVR caller experience for DTMF and speech-enabled applications.
Create and design effective speech user interface designs including call flow, dialogs, functional logic, prompts, and define grammars to match the established requirements.
Partner with the Development team to drive successful implementation of IVR design specifications.
Resolve any implementation issues that affect the design and overall IVR experience.
Design post IVR call routing flows.
Analyze the performance of the user interface with regards to metrics and caller experience, recommending specific changes to improve Client satisfaction and transaction completion.
Act as a subject-matter expert in the Contact Center Domain for our technology solutions (IVR, Conversational AI, Routing, SMS, Chat, Outbound, Recording, etc.

Requirements

What you’ll need

More than 5 years’ industry experience in IVR Voice User Interface design of conversational speech recognition applications and self-service solutions
Well-rounded experience in multiple Contact Center Technology domains including expertise in current IVR and speech recognition standards, Chat, Conversational Bots, CTI, Interaction Routing, Outbound, Workforce Management, and Call Recording.
Experience in writing Voice User Interface design specifications following standard practices for error recovery and universal help
Experience working on full lifecycle new development projects (products that are being developed from scratch) to demonstrate an understanding of business and technical needs, and roles
Experience in developing call flows for complex applications including data driven interactions and Contact Center routing of calls, email and chat interactions
Experience in designing both call steering and self-serve applications
Strong analytical and problem-solving skills with the ability to break down complex business challenges
Excellent written and verbal communication skills with strong interpersonal abilities
Proficiency in creating detailed documentation, process flows, and technical specifications
Ability to work collaboratively in cross-functional teams and manage multiple priorities
Strong organizational skills and attention to detail

Benefits

Comp & perks

All your information will be kept confidential according to EEO guidelines.
Remote work options.