Senior IVR Developer

Position Overview

We are seeking a Senior IVR Developer responsible for designing developing enhancing and supporting interactive voice solutions including DTMF-based IVR applications and conversational voice bots. This role will contribute to a large-scale digital transformation initiative focused on improving customer engagement automation and self-service capabilities across enterprise channels.

The ideal candidate will have strong experience building scalable IVR solutions integrating voice platforms with backend systems troubleshooting complex application issues and collaborating with business and technology teams to deliver reliable customer experiences.

Mandatory Experience

Key Responsibilities

• Design develop enhance and maintain DTMF IVR applications and conversational voice bot solutions based on business requirements.
  
• Perform application development activities including technical design coding unit testing integration testing and production support.
  
• Build high-quality maintainable solutions aligned with enterprise architecture coding standards and technology best practices.
  
• Analyze and resolve complex application issues impacting IVR functionality integrations releases and customer interactions.
  
• Collaborate with business analysts solution architects developers and technical stakeholders throughout the software development lifecycle.
  
• Develop reusable components and ensure solutions are scalable efficient and aligned with future business needs.
  
• Support testing cycles production releases defect resolution and post-deployment stabilization activities.
  
• Participate in peer code reviews and contribute to continuous improvement of development practices.
  
• Troubleshoot complex technical challenges and provide effective root-cause analysis and remediation plans.
  
• Stay current with emerging voice technologies cloud platforms automation capabilities and industry trends.
  

Required Qualifications

• Bachelors degree in Computer Science Engineering Information Technology or equivalent technical experience.
  
• 58 years of experience developing and supporting IVR applications.
  
• Strong hands-on experience with Interactive Voice Response (IVR) development.
  
• Experience developing DTMF and conversational voice applications within enterprise contact center environments.
  
• Proficiency with Cisco IVR technologies including:
  
  • Cisco Call Studio
    
  • Cisco Customer Voice Portal (CVP)
    
  • VXML Server
    
  • Custom CVP components using Java
    
  • Apache Tomcat
    
• Strong Java development experience with backend system integrations.
  
• Experience integrating IVR solutions with:
  
  • REST APIs
    
  • OAuth2 authentication
    
  • XML-based web services
    
  • Microsoft SQL Server
    
• Knowledge of Cisco UCCE/ICM environments including:
  
  • Routing scripts
    
  • DNIS configuration
    
  • Queue and skill group routing
    
  • CTI variables
    
  • Agent desktop integrations (Cisco Finesse)
    

Preferred Skills

• Experience developing conversational AI voice bots using platforms such as Google Dialogflow Microsoft conversational AI or similar technologies.
  
• Knowledge of speech analytics NLU tuning intent recognition and voice interaction optimization.
  
• Experience with cloud platforms including AWS Microsoft Azure or Google Cloud.
  
• Familiarity with testing and collaboration tools such as:
  
  • JIRA
    
  • Confluence
    
  • Cyara
    
• Experience supporting enterprise applications in highly available environments.
  
• Exposure to financial services or large-scale enterprise technology environments.
  
• Experience working with Agile and Waterfall delivery methodologies.
  

Additional Requirements

• Ability to independently manage complex development and production support activities.
  
• Strong troubleshooting and analytical skills with the ability to identify root causes quickly.
  
• Excellent written and verbal communication skills.
  
• Ability to work effectively both independently and within cross-functional teams.
  
• Comfortable supporting business-critical applications requiring high availability.