Description

You will manage and support the Contact Center's IVR and telephony infrastructure to ensure system resilience and high availability.

Responsibilities

• Administer IVR and telephony components, including capacity planning to meet service-level agreements.
• Execute migrations, upgrades, and platform transitions for IVR services.
• Develop, integrate, and maintain IVR logic using programming languages and web services.
• Troubleshoot interconnection issues for banking services and manage vendor performance against SLAs.
• Coordinate communication requirements and new installations with stakeholders.

Required Skills

• 4+ years of hands-on experience administering and supporting Genesys IVR systems (Pure Engage / CX).
• 3+ years of experience programming in C++, Java, VoiceXML, or Python.
• Experience developing and consuming REST and SOAP API web services.
• Proficiency in database management using SQL, MySQL, and PostgreSQL.
• Proven experience with IVR service migrations and platform transformations.
• Strong problem-solving and coordination skills.

Preferred Skills

• Experience in financial services or large enterprise IT environments.
• Familiarity with cloud-based IVR or telephony solutions.
• Understanding of ITIL processes and SLA reporting.

Key Skills

Education

Any Graduate