Etihad Airways
IVR Platform Manager (Conversational AI & Voice Self-Service)
- Permanent
- Abu Dhabi, United Arab Emirates
- Experience 5 - 10 yrs
Job expiry date: 27/03/2026
Job overview
Date posted
10/02/2026
Location
Abu Dhabi, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
27/03/2026
Job description
The IVR Platform Manager at Etihad Airways in Abu Dhabi is responsible for the end-to-end strategy, delivery, and ongoing optimisation of the airlineās Interactive Voice Response (IVR) and voice-based self-service platforms. The role focuses on transforming guest contact experiences from traditional menu-driven IVR systems to modern, intent-based conversational AI and voicebot solutions. Acting as the product owner, the IVR Platform Manager designs intuitive guest journeys, expands self-service use cases, continuously analyses platform performance, and drives improvements to ensure high containment, low failure rates, and seamless guest experiences. The position requires hands-on ownership of IVR configuration, tuning, and scripting, while partnering closely with Contact Centre, Digital Technology & Innovation, Product, and other stakeholders to translate business and guest requirements into scalable technical solutions. The role also involves staying current with emerging trends in conversational AI, voice technology, and customer self-service, leveraging data from call centre metrics, Voice of Customer feedback, NPS, and analytics tools to inform optimisations.
Required skills
Key responsibilities
- Own and manage the end-to-end guest voice journey, analysing customer interactions with IVR to identify drop-offs, failure scenarios, and optimisation opportunities
- Design, implement, and continuously optimise conversational IVR and voicebot experiences leveraging AI and Natural Language Understanding
- Define and manage the IVR product roadmap, including new use cases, journey enhancements, and continuous improvement initiatives aligned with guest and business needs
- Conduct performance analysis and AI validation, monitoring accuracy, failure rates, intent recognition, journey breaks, and overall platform effectiveness
- Use data from call centre metrics, Voice of Customer feedback, NPS, and analytics tools to drive measurable improvements in self-service adoption and guest experience
- Maintain hands-on ownership of IVR configuration and tuning, including scripting and fine-tuning of voice flows, prompts, and logic
- Collaborate with Contact Centre, Digital Technology & Innovation, Product, and other stakeholders to translate requirements into scalable technical solutions
- Oversee testing, deployment, and ongoing optimisation of IVR releases, ensuring high availability, reliability, and performance at scale
- Stay current with emerging trends in conversational AI and voice technology and propose innovative enhancements to the platform
Experience & skills
- Bachelorās degree in Information Technology, Digital Transformation, Engineering, Business, or a related discipline
- Minimum 5 yearsā experience owning or delivering IVR / voice platforms in high-volume, consumer-facing environments such as airlines, travel, hospitality, telecoms, or financial services
- Experience implementing or optimising intent-based, conversational IVR or voicebot solutions within large-scale contact centres (2M+ calls per year)
- Hands-on experience with IVR and voice platforms such as Genesys, NICE, Avaya, Cisco, Amazon Connect, or equivalent
- Working knowledge of IVR scripting and configuration (VoiceXML, Java, Python, or proprietary tooling); development experience advantageous but not essential
- Highly analytical mindset with proven ability to diagnose performance issues, validate AI accuracy, and translate data into actionable improvements
- Strong understanding of contact centre operations, call routing, telephony systems, and end-to-end customer journeys
- Excellent stakeholder management and communication skills, capable of explaining technical concepts to non-technical audiences and challenging delivery assumptions confidently