IVR Developer (CANADA BASED CANDIDATES ONLY)

Job Description

Sr. IVR Developer will develop and support DTMF and Voice BOTs to meet the overall goal of the business and program. This role is part of a large transformational program team that will enable many lines of business in the enterprise. It is central for enabling meaningful and personalized customer experience in the assisted service channels (IVR) and will lead the organization in adopting increasingly advanced capabilities.

• This role covers both Development and Support.
• Build / Develop / Support DTMF and Conversational IVRs (Integrated Voice Response) BOTs and perform unit / component test aligned to business needs and in accordance with technology architecture standards
• Identify and address any issue that affects the integrity of the application (e.g. cross-capability/release issues)
• Collaborate and interact directly with design, business and technology partners. Covers technical planning, integration, systems analysis, design, development, unit and component systems testing and support-maintenance
• 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

• Undergraduate Degree or Technical Certificate (Graduate degree preferred)
• 4+ years of experience in DTMF IVR application development in CVP (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 Voice BOT development (Google Dialogflow, Microsoft etc) is nice to have
• Experience in Analysis of speech, speech repair and fine tuning of NLU is a plus
• Understanding of AWS, Google Cloud and Microsoft Azure is a plus.
• 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, specially agile
• Experience working within a large-scale Financial Enterprise environment