Description

You will design, develop, and maintain Interactive Voice Response (IVR) systems and call routing logic.

Responsibilities

• Design and implement IVR solutions using platforms such as Genesys, Avaya, Cisco, or Asterisk.
• Integrate IVR systems with databases, CRMs, and third-party APIs via Computer Telephony Integration (CTI).
• Develop and maintain call flows, voice menus, and prompts for customer interaction.
• Optimize system performance for low-latency call handling and troubleshoot technical issues.
• Conduct testing, debugging, and deployment while maintaining architecture and workflow documentation.

Required Skills

• 6+ years of experience in IVR development and integration.
• Proficiency with IVR platforms including Genesys, Avaya, Cisco, or Asterisk.
• Development experience using VXML, CCXML, Java, JavaScript, Python, or Node.js.
• Expertise in SIP, VoIP, CTI, and telephony protocols.
• Hands-on experience with speech recognition technologies like Google Dialogflow, Nuance, or Amazon Lex.
• Experience with database integration (SQL, NoSQL) and API communication (REST, SOAP).

Preferred Skills

• Experience with cloud-based IVR solutions such as AWS Connect, Twilio, or Genesys Cloud.
• Familiarity with AI-powered IVR, chatbot integration, NLP, and Agile methodologies.
• Knowledge of contact center reporting, analytics, and call monitoring.

Key Skills

Education

Any Graduate