IVR Engineer

Position is mainly responsible for the design, build, implementation and support of Interactive Voice Response (IVR) solutions for new and existing clients, while also supporting other telephony related components maintained and supported by the company.

• Participate with the implementation of new IVR call flows/solutions to meet the needs of client(s) which includes planning, design, build, deployment, and third-party integration while also ensuring existing IVRs are operational, properly maintained, and monitored. 30%
• Work with various internal teams in support of contact center elements such as other IT teams, Project Management, Client Solutions, Operations, WFM and MIS, and other stakeholders to ensure understanding of the project scope and supporting them in their need while working with the telephony environment.
• Create and perform test plans prior to providing UAT and Production IVR solutions to the client for testing. Document call flows, designs, and other related items used to build the IVR and cloud omnichannel solutions.
• Provide on-site and/or remote level 2 support for IVR and/or cloud omnichannel contact center related systems including troubleshooting operational issues leading to resolution with minimal downtime.
• Support the Telephony team in creating automations that will help improve the reporting and monitoring process and other tasks assigned to the team.
• Provide support to other applications, systems and/or other telephony devices and core systems managed or used by the Telephony team
• Other duties as assigned

Qualifications Experience

2+ years experience in IVR and/or cloud omnichannel contact center design, build, implementation, maintenance, and support.

Qualifications Education

Must have relevant diploma or bachelor’s degree (e.g. Computer Science / Information Technology / Computer Engineering / Telecommunications Engineering) or equivalent.

Skills/Knowledge/Abilities

• Must have 2+ years experience in designing, building, implementing, deploying and supporting complex IVR call flows with API integration, web services, and other related technologies. Preferably experience in building IVR call flows within the Avaya, Amazon Connect, Twilio, Genesys Cloud, and other contact center platforms
• Must have 2+ years experience in programming using VXML/CCXML, JavaScript, Python and/or PHP.
• Must be familiar with SIP and other VoIP technologies and protocols.
• Must be proficient in English, both written and verbal.
• Has strong analytical and problem-solving skills.
• Must be agile, team-oriented and organized.