IVR Developments and Telephony Systems
Apply NowCompany: Diamondpick
Location: Dallas, TX 75217
Description:
IVR Development and Maintenance:
Integration with Backend Systems:
Error Handling and Optimization:
Collaboration with Stakeholders:
Experience:
Technical Skills:
Soft Skills:
Preferred Qualifications
Key Performance Indicators (KPIs)
- Design, develop, and maintain IVR call flows based on business requirements.
- Implement IVR logic using tools like Genesys Cloud, Twilio, or similar platforms.
- Write and maintain configuration files (e.g., YAML, JSON) for IVR flows.
Integration with Backend Systems:
- Integrate IVR systems with backend services such as payment gateways, CRM systems, and databases.
- Develop APIs and data actions to retrieve and update customer information in real-time.
Error Handling and Optimization:
- Implement robust error handling and fallback mechanisms for IVR flows.
- Monitor and optimize IVR performance to reduce call drop rates and improve customer experience.
Collaboration with Stakeholders:
- Work closely with product managers, UX designers, and customer support teams to gather requirements and design IVR flows.
- Collaborate with QA teams to test and validate IVR functionality.
- Stay updated on industry trends and emerging technologies in IVR and telephony.
- Propose and implement improvements to enhance the IVR system's capabilities and customer experience.
Experience:
- 7+ years of experience in IVR development and telephony systems.
- Experience with IVR platforms such as Genesys Cloud, Twilio, Amazon Connect, or similar.
- Proficiency in programming languages such as JavaScript, Python, or Java.
- Experience with configuration files (e.g., YAML, JSON) and scripting for IVR flows.
- Familiarity with APIs and integrating IVR systems with backend services.
Technical Skills:
- Strong understanding of telephony protocols (e.g., SIP, RTP).
- Experience with speech recognition and text-to-speech (TTS) technologies.
- Knowledge of payment gateway integrations and secure payment processing.
- Familiarity with error handling, logging, and monitoring tools.
Soft Skills:
- Excellent problem-solving and analytical skills.
- Strong communication and collaboration skills.
- Ability to work in a fast-paced, dynamic environment.
- Attention to detail and a focus on delivering high-quality solutions.
Preferred Qualifications
- Experience with Genesys Cloud or similar cloud-based contact center platforms.
- Knowledge of customer experience (CX) principles and best practices.
- Familiarity with Agile/Scrum methodologies.
- Experience with DevOps practices and CI/CD pipelines.
Key Performance Indicators (KPIs)
- Reduction in call drop rates and IVR errors.
- Improvement in customer satisfaction scores (e.g., CSAT, NPS).
- Successful implementation of new IVR features and integrations.
- Timely resolution of IVR-related issues and bugs.