Description

• This role covers both Development and Support.
• Build / Develop / Support DTMF IVRs (Integrated Voice Response) and perform unit / component test aligned to business needs and in accordance with technology architecture standards
• In conjunction with the Solution Architect, assist the Application Owner, Development Manager and Technical Delivery Lead by providing effort estimates for new projects and initiatives
• Develop, implement, support and improve solutions/processes that maximize system availability, efficiency/ effectiveness and minimize/prevent problems/ issues
• Identify and address any issue that affects the integrity of the application (e.g. cross-capability/release issues)
• Create and maintain quality code, ensure defect free programming consistent with standards; provide code maintenance and support during testing cycles and post-production deployment and participate in reviewing peer coding
• Continuously enhance knowledge / expertise in own area and keep current with leading-edge technologies, emerging trends/developments and grow knowledge of the business, applications, infrastructure, analytical tools and techniques
• Performs complex to difficult technical tasks independently and resolves highly complex and multifaceted development related problems
• Ensure design leverages existing reusable components, traces back to business requirements, and that new modules are designed with reusability in mind

Requirements

• 4+ years of experience in DTMF IVR application development (Contact Center)
• Relevant technologies include but are not limited to:

Cisco Call Studio / Cisco CVP VXML Server, CVP custom elements (Java), Call Studio GUI, Apache Tomcat, etc.

• Java development with client backend integrations (HTTP REST APIs, oAuth2, XML Web Services, MS SQL Server)
• Knowledge of UCCE / ICM (Integration of CVP IVR Applications with UCCE Routing Scripts, DNIS ,Queuing to Skillgroup, CTI Variables, Finesse Agent Desktop)
• Experience in Analysis of speech, speech repair and fine tuning of NLU and developing NLU IVR is a plus
• Understanding of AWS, Google Cloud and Microsoft Azure.
• High comfort level in leading the build / support (7/24/365) of highly complex and/or comprehensive applications/systems
• Familiarity with tools like JIRA, Cyara and Confluence
• Strength in identifying root causes and implementing targeted and controlled remediation plans
• Strong verbal and written communication skills are essential
• Self-motivated team player with high energy and ability to work independently as well as within a team
• Hands-on experience with various SDLC including waterfall, agile and extreme methodologies
• Experience working within a large-scale Financial Enterprise environment

Key Skills

Education

Any Graduate