Design, develop, and implement Interactive Voice Response (IVR) systems using best practices and industry standards.
Collaborate with stakeholders to gather requirements for IVR applications, understanding the overall user experience and business objectives.
Utilize scripting languages to create IVR workflows, including call routing, prompts, and integrations with backend systems.
Monitor and optimize IVR performance, analyzing call flow data to enhance user satisfaction and operational efficiency.
Troubleshoot and resolve technical issues related to IVR functionality and performance.
Work closely with telephony vendors to implement and maintain telecommunication systems related to IVR solutions.
Document IVR development processes, system architecture, and user guides for ongoing support.
Stay current with emerging technologies and trends in IVR and telephony systems.

6+ Years of Experience.
Skills in designing, developing and implementing Cisco CVP (Customer Voice Portal) & ICM IVR scripts
Scripting knowledge for creating a new call flow and should have good understanding in the modification of existing scripts
Knowledge in the following areas: Call Control, Multimedia Contact Centers, Skillgroup & agent mapping, and IVR Scripts
Technical understanding in VXML, SSML, XML, JAVA, JavaScript, Rest APIs, Portals, Database architecture, etc.
Support and maintain existing ICM applications - troubleshoot and fix defects, perform maintenance activities
Java/JEE development experience

ملخص الوظيفة

Senior IVR Developer