Description

You will lead the development lifecycle for IVR and Cases applications, from scoping to maintenance.

Responsibilities

• Oversee the entire IVR and Cases development lifecycle, including planning, implementation, and maintenance.
• Design IVR applications by defining requirements and detailed specifications with stakeholders.
• Develop IVR/Cases solutions using Google Cloud Platform tools, specifically Dialogflow and Contact Center.
• Integrate IVR solutions with CRM, ERP, and contact center platforms.
• Provide Tier I, II, and III operational support and troubleshoot complex system issues.

Required Skills

• 5+ years of experience in engineering roles.
• Proven leadership experience managing engineers and cross-functional stakeholders.
• Proficiency in Java and Python.
• Experience with scripting languages such as JavaScript.
• Strong understanding of IVR design principles and best practices.
• Experience working within Agile and Scrum frameworks.
• Ability to integrate systems with CRM and ERP platforms.
• Strong problem-solving and troubleshooting capabilities.

Preferred Skills

• Hands-on experience with Google Cloud Platform (GCP) and Dialogflow.
• Experience with contact center technologies and processes.
• Google Cloud Platform certifications.

Key Skills

Education

Any Graduate