Job summary:

Job description:

*** Very long term project; initial PO for 1 year and usually the project goes for 3-5 years with this customer ***  onsite ***

Interactive Voice Response (IVR) Specialist  7+ Years of Experience

The IVR Specialist serves multiple capacities including Developer, Engineer, Technical Architect, and Analyst for contact center projects, modifications, and upgrades. The IVR Specialist works closely with the technical team in all phases including requirement validation, detail design, development, testing, implementation, and support.

Serves as the Lead Architect/Designer/Developer/Engineer on contact center IVR projects.  Works closely with agency contact centers managers to gather business and system requirements. Proposes comprehensive solutions based on business and technical requirements.  Architects, designs, develops, and/or engineers customer interface.

Required Skills: IVR Customization, Java, Genesys, NICE-InContact, Siebel, IVR, SUITE, Contact Centers, Workflow, and Reporting.  State of Michigan agencies, systems, policies, and standards experience strongly desired.

This role requires the following:

• Experienced in developing solutions, following design documentation, and use cases, unit testing, debugging IVR code.
• Experience with Java, .NET, Web Services, and VXML is necessary to perform application development and support.
• Strong API development skills, including C#, XML, WebAPI, JSON, .NET Core 3, SQL Server as well as Middleware & Enterprise API management tools.
• Respond to client email questions and requests/tickets regarding the software application architecture and integrations in the contact center technologies (Siebel, Genesys, NICE-inContact, Nuance, SEAH FileNet Connector, Virtual Hold, Active Directory, Salesforce, SAP, MiDAS, Mainframe, Filenet, MARCS, Clarity, Oracle, SQL Server).
• Develop call flows and build IVR solutions.
• Experienced working with Session Initiation protocol (SIP), SIP Trunks and their interface to IVR Servers, and/or Media Gateway Servers and Cisco Telephony APIs for CTI. 
• Genesys Developer with strong understanding of CTI (Computer Telephony Integration), customer contact center environment, Genesys as a middleware component.
• Experience on Genesys Inbound Voice solution. Experience with Genesys Interaction Workspace/Desktop application development for customizations.
• Should be an individual contributor.
• Creates automated testing scripts as required for IVRs.
• Works with the Architecture team to design, develop, and deploy APIs, consume APIs.
• Understand business requirements with the ability to translate to technical requirements.
• Prepare design documents based on business requirements for the application development.
• Optimize performance and provide maintenance support on new and existing applications or web service components.
• Troubleshoot and provide necessary bug fixes related to client and user reported issues.
• Comfortable in conducting presentations and participate in knowledge sharing sessions with other members in the team.
• Knowledge of security principles / best practices including experience with OWASP, OAuth, SAML and/or related backend services.
• Ability to work both independently, and as part of a team of technical and non-technical colleagues.
• Strong written and verbal communication skills.
• Complete understanding of SDLC management practices and methodologies with emphasis on Agile Scrum development methodology.
• Strong attention to detail with outstanding problem-solving skills.
• Extensive analytical thinking and problem-solving skills.
• Supports working in an agile and/or waterfall team environment.
• Detailed oriented, data-centric and possess a desire to deliver high quality support.
• Experience in IVR development and design.
• Experience in Call flow design, Chat design and integration to backend systems using application program interfaces (API).
• Experience ins Skills based routing design and implementation for voice, chat, and SMS contact center technology.
• Experience with on-premises and cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure.
• Provides hands-on application support of technologies and processes to support proof-of-concept development and review of critical systems.
• Provides support and escalation after business hours and weekends as required.

Contact the recruiter working on this position:

The recruiter working on this position is Hima Teja(Shaji Team)
His/her contact number is +(1) (202) 6290353
His/her contact email is teja@msysinc.com

Our recruiters will be more than happy to help you to get this contract.