Description

Lead the end-to-end development lifecycle for IVR and Cases applications, from initial planning to maintenance. You will design specifications, manage project launches, and provide operational support.

Responsibilities

• Oversee the IVR development lifecycle, managing project scoping, implementation, and ongoing maintenance.
• Design detailed technical specifications by collaborating with stakeholders to define clear IVR requirements.
• Lead Scrum teams on Agile principles and act as the primary liaison between engineering and external stakeholders.
• Integrate IVR solutions with CRM, ERP, and other contact center platforms to ensure seamless data flow.
• Provide Tier I, II, and III operational support, troubleshooting complex system issues and resolving customer inquiries.

Required Skills

• 5+ years of experience in IVR development and project leadership.
• Strong proficiency with Google Cloud Platform (GCP), specifically Dialogflow and Contact Center AI.
• Hands-on coding experience with Java, JavaScript, or Python.
• Deep understanding of IVR design principles, best practices, and contact center technologies.
• Proven ability to integrate IVR systems with external platforms like CRM and ERP.
• Experience creating technical documentation, including design specs and troubleshooting guides.
• Strong problem-solving and troubleshooting skills for complex system issues.

Preferred Skills

• Google Cloud Platform certifications or related technical certifications.

Key Skills

Education

Any Graduate