Position Summary
We are seeking a Senior IVR Developer to join our Contact Centre and Customer Assistance team. This role will develop, enhance and support DTMF and conversational voice applications as part of a large enterprise transformation program.
The Senior IVR Developer will work closely with solution architects, technical leads, application owners, business partners and design teams to build reliable, reusable and scalable customer-service solutions. This position includes both development and production support responsibilities.
Key Responsibilities
- Design, develop and support DTMF and conversational IVR applications aligned with business requirements and enterprise architecture standards.
- Build and maintain IVR applications using Cisco CVP, Cisco Call Studio and VXML.
- Develop custom Java elements and integrate IVR applications with backend systems.
- Perform unit, component and systems testing.
- Integrate IVR applications with UCCE and ICM routing scripts.
- Configure DNIS routing, skill-group queues, CTI variables and Finesse integrations.
- Develop integrations using REST APIs, OAuth2, XML web services and Microsoft SQL Server.
- Provide effort estimates for projects, enhancements and technical initiatives.
- Identify and resolve issues affecting application integrity, performance and availability.
- Support applications through testing, deployment and post-production maintenance.
- Troubleshoot complex production issues and complete root-cause analysis.
- Participate in peer code reviews and ensure code meets quality and development standards.
- Create reusable components and ensure technical designs trace back to business requirements.
- Collaborate directly with business, design, architecture and technology teams.
- Maintain technical documentation, support procedures and implementation records.
- Participate in support coverage for highly available applications operating 24 hours a day, 7 days a week.
- Stay current with emerging contact-centre, cloud and conversational AI technologies.
Required Qualifications
- Undergraduate degree, technical diploma or equivalent professional experience.
- Minimum four years of hands-on experience developing DTMF IVR applications using Cisco CVP.
- Strong experience with Cisco Call Studio, CVP VXML Server and Call Studio GUI.
- Experience developing custom CVP elements using Java.
- Experience deploying and supporting applications using Apache Tomcat.
- Strong Java development experience.
- Experience integrating applications with HTTP REST APIs, OAuth2, XML web services and SQL Server.
- Working knowledge of UCCE and ICM routing.
- Experience with DNIS, skill-group queues, CTI variables and Finesse Agent Desktop.
- Experience supporting complex, business-critical applications in a production environment.
- Strong troubleshooting, root-cause analysis and remediation skills.
- Experience working within Agile and traditional SDLC environments.
- Familiarity with Jira, Confluence and Cyara.
- Strong written and verbal communication skills.
- Ability to work independently and collaboratively within a technical team.
Preferred Qualifications
- Experience developing conversational voice bots using Google Dialogflow, Microsoft technologies or similar platforms.
- Experience analysing speech interactions and tuning natural-language understanding models.
- Knowledge of AWS, Microsoft Azure or Google Cloud Platform.
- Experience working within a large financial institution or another regulated enterprise environment.
- Graduate degree or relevant technical certifications.
